Luxury Guest Services Concierge

The Montcalm Mayfair; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

The Montcalm Mayfair is seeking a Guest Services Executive to deliver personalized, attentive service to guests throughout their stay, supporting the Guest Experience Manager and Front Office to reflect the luxury standards of the Montcalm Collection.

The role focuses on creating a seamless guest journey, responding to requests, resolving issues, and enhancing overall guest satisfaction, with a strong emphasis on hospitality excellence and proactive guest engagement in a luxury London setting.

Qualifications

• Experience in front office, guest relations or customer service in a luxury hotel preferred.
• Proficiency with hotel management systems (e.g., Opera PMS).
• Strong communication, interpersonal and problem-solving skills.
• Fluency in English; additional languages advantageous.

Responsibilities

• Welcome guests with warmth and professionalism and assist with check-in and check-out procedures.
• Process guest payments, deposits and billing accurately.
• Provide information about the hotel, services, local attractions and amenities.
• Respond promptly to guest inquiries, requests and concerns.
• Maintain guest records and ensure accurate documentation in PMS systems.
• Support VIP and special guest requirements to ensure personalised experiences.
• Handle guest complaints or concerns with empathy, escalating when required.
• Assist in monitoring and reporting guest satisfaction and feedback.
• Collaborate with internal departments to resolve operational or service issues.

Skills

Front office experience

Guest relations

Customer service

Fluent English

Tools

Opera PMS

Job description

The Montcalm Mayfair is seeking a Guest Services Executive to deliver personalized, attentive service to guests throughout their stay, supporting the Guest Experience Manager and Front Office to reflect the luxury standards of the Montcalm Collection.

The role focuses on creating a seamless guest journey, responding to requests, resolving issues, and enhancing overall guest satisfaction, with a strong emphasis on hospitality excellence and proactive guest engagement in a luxury London setting.