Luxury Guest Experience Specialist (Flexible Hours)

Montcalm Collection; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Montcalm Collection in London seeks a Guest Service Executive to deliver personalised, attentive service across the guest journey. You will support the Guest Experience Manager and Front Office to reflect luxury standards throughout every stay.

The role emphasises prompt responses, professional interactions, and proactive engagement with guests, ensuring unforgettable experiences in a premium setting.

Qualifications

• Experience in front office, guest relations, or customer service in a luxury hotel.
• Proficiency in hotel management systems such as Opera PMS.
• Strong communication and problem-solving skills.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Welcome guests with warmth and professionalism during check-in/out.
• Process guest payments, deposits and billing accurately.
• Provide information about hotel services, local attractions, and amenities.
• Respond promptly to guest inquiries and concerns.
• Maintain guest records and documentation in PMS.
• Support VIP and special guest requirements for personalized experiences.
• Handle guest complaints with empathy and escalate when needed.
• Collaborate with departments to resolve issues.
• Maintain a visible presence in guest areas and assist proactively.
• Uphold brand standards including wellness and sustainability initiatives.
• Comply with GDPR, Health & Safety, and security policies.

Skills

Guest-Focused Service

Communication Skills

Problem-Solving

Team Collaboration

Customer Service

Tools

Opera PMS

Job description

Montcalm Collection in London seeks a Guest Service Executive to deliver personalised, attentive service across the guest journey. You will support the Guest Experience Manager and Front Office to reflect luxury standards throughout every stay.

The role emphasises prompt responses, professional interactions, and proactive engagement with guests, ensuring unforgettable experiences in a premium setting.