Guest Experience Executive

Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. A coveted retreat in the heart of the city, Montcalm Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.

Montcalm Collection are looking for a skilled and ambitious Guest Experience Executive to join our team. You will play a pivotal role by intervening in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

Key Responsibilities:

• To devise, cost and create uniquely memorable experiences for Montcalm guests.
• To ensure that the highest levels of customer care and service are always delivered to all hotel guests.
• To display excellent social skills in handling all types of people and situations, and high levels of versatility and flexibility in meeting the varied needs and expectations of our guests.
• To anticipate guest needs and to ensure that expectations are not only consistently met but consistently exceeded.
• To take responsibility for the daily arrivals list and to prepare the VIP list ensuring that all guest details are correct.
• To update the VIP list each morning and liaise with the relevant department regarding VIP, Special Occasions and regular guests.
• To ensure all VIPs and guest welcome/welcome back cards are printed daily.
• To update guest profiles with requirements and personal preferences.
• To make bookings for guests as and when required i.e. theatre, restaurant, cars etc.
• To assist with Reception and Front Office Duties at busy and peak times.
• To promote The Montcalm Royal London House hotel to guests and visitors, contacting the reservations departments and making any advanced bookings for guests as required.
• Encourage and actively seek guest feedback.
• Carry out any reasonable request by any of the senior management team.
• Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Ensuring that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Performing Front Desk duties in high demand times.

Essential Qualifications:

• At least 1-year previous experience in a similar role.
• Experience in working in similar role within 4- and 5-star hotels in London.
• Opera knowledge.
• Availability for flexible working schedule.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to handle multiple projects simultaneously.

Benefits:

• Collaborative and empowering team dynamics.
• Pathways for promotions and growth within the brand.
• Recognition and Rewards Program.
• Access to an array of discounts via our Benefits Platform.
• Comprehensive training through Certified Classroom and E-Learnings.
• 28 holidays annually, inclusive of 8 bank holidays.
• Additional holidays post 2-year tenure.
• Health incentives: Cash-back on optical, dental, chiropractic, and physio services.
• Concession on gym memberships.
• Nutritious meals provided during shifts.
• Complimentary dry-cleaning service for uniforms.
• Inclusive pension schemes.

Eligibility:

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer:

At Montcalm Collection, diversity and inclusion aren’t just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.