Luxury Guest Services Specialist | Flexible Hours

MONTCALM HOTEL; Greater London; On-site; GBP 26,000 - 36,000; Full time

Job summary

Montcalm Collection in London is seeking a Guest Services Executive to deliver personalized, attentive and professional service to guests throughout their stay. You will support the Front Office team, respond to requests, resolve issues promptly and enhance overall guest satisfaction.

The role emphasizes VIP and repeat guest recognition, proactive engagement in public areas, and upholding luxury brand standards with a focus on GDPR, health and safety, and sustainability.

Qualifications

• Previous experience in front office, guest relations, or customer service in a luxury hotel preferred.
• Fluency in English; additional languages an advantage.
• Strong communication, interpersonal, and problem-solving skills.

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.
• Maintain a visible presence in guest areas, ensuring proactive engagement.

Skills

Guest-Focused Service

Communication & Interpersonal

Operational Support

Problem-Solving & Adaptability

Team Collaboration

Tools

Opera PMS

Job description

Montcalm Collection in London is seeking a Guest Services Executive to deliver personalized, attentive and professional service to guests throughout their stay. You will support the Front Office team, respond to requests, resolve issues promptly and enhance overall guest satisfaction.

The role emphasizes VIP and repeat guest recognition, proactive engagement in public areas, and upholding luxury brand standards with a focus on GDPR, health and safety, and sustainability.