Luxury Guest Experience Executive - Flexible Schedule

Park Grand Hotels; Greater London; On-site; GBP 32,000 - 46,000; Full time

Job summary

Montcalm Collection in London seeks a Guest Experience Executive to deliver personalised, luxury service and ensure memorable guest journeys. You will work with the Guest Experience Manager to anticipate needs, coordinate across departments, and uphold Montcalm’s high standards.

Ideal candidates have experience in luxury hospitality, strong knowledge of hotel operations, and fluency in English. Evenings, weekends, and holidays may be required in this flexible, guest-facing role.

Qualifications

• Previous experience in guest relations, front office, or luxury hospitality.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are highly desirable.

Responsibilities

• Welcome and assist guests on arrival, ensuring a seamless check-in experience.
• Provide personalised service, anticipating needs and recognising repeat guests.
• Coordinate with departments to fulfil guest requests and preferences.
• Handle guest queries, feedback, and complaints promptly and courteously.
• Assist with pre-arrival communication and preparation for VIPs and special occasions.
• Maintain accurate and detailed guest profiles within the PMS.
• Support the Guest Experience Manager in delivering service excellence across all touchpoints.
• Promote hotel facilities, local attractions, and unique experiences.
• Ensure all guest interactions reflect Montcalm Collection’s luxury brand standards.

Skills

Guest-Centric Service

Communication & Presentation

Operational Excellence

Problem-Solving & Discretion

Innovation & Continuous Improvement

Tools

Opera PMS

Job description

Montcalm Collection in London seeks a Guest Experience Executive to deliver personalised, luxury service and ensure memorable guest journeys. You will work with the Guest Experience Manager to anticipate needs, coordinate across departments, and uphold Montcalm’s high standards.

Ideal candidates have experience in luxury hospitality, strong knowledge of hotel operations, and fluency in English. Evenings, weekends, and holidays may be required in this flexible, guest-facing role.