At a Glance
- Tasks: Welcome guests, manage check-ins/outs, and provide top-notch customer service.
- Company: Join Montcalm Collection, a luxury hotel group in London with a rich history and modern flair.
- Benefits: Enjoy 28 holidays, health benefits, gym discounts, and ongoing training opportunities.
- Why this job: Be part of a dynamic team shaping luxury hospitality while enhancing guest experiences.
- Qualifications: High school diploma required; hospitality degree preferred; 1 year experience desired.
- Other info: Diversity and inclusion are core values; we welcome unique perspectives.
The predicted salary is between 24000 - 36000 £ per year.
United by timeless style and peerless service, 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. Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.
Overview: Montcalm Mayfair is looking for a skilled and ambitious Guest Services Executive to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests. Help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.
Key Responsibilities
- Greet all guests with a warm and welcoming demeanour upon arrival.
- Efficiently handle the check-in and check-out process, ensuring accuracy in guest billing.
- Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities.
- Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences.
- Address guest inquiries and concerns promptly, with a focus on exceeding guest expectations.
- Offer personalized recommendations for local dining, attractions, and services, tailored to guest preferences.
- Coordinate special requests and amenities for the guest, including room upgrades, special occasions, VIP services, dining, transportation.
- Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
- Conduct regular guest interactions to gather feedback and enhance their stay experience.
- Maintain clear and effective communication with other hotel departments (housekeeping, concierge, room service) to ensure guest needs are met.
- Answer and manage incoming calls, emails, and reservations, ensuring all communication is handled professionally and efficiently.
- Manage the front desk area, ensuring it remains clean, organized, and fully stocked with necessary supplies.
- Accurately process payments and ensure the security of guest information.
- Update guest records and maintain the confidentiality of all guest information.
- Respond to emergency situations calmly and efficiently, following hotel protocols.
This job description is designed to outline primary duties and conditions related to the Guest Services Executive position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.
Essential Qualifications and Attributes
- High school diploma or equivalent required, a degree in hospitality or a related field is preferred.
- Minimum of 1 year of experience in a similar role is desired.
- High attention to detail and commitment to a luxury quality service.
- A friendly and approachable attitude with a genuine passion for hospitality.
- Impeccable grooming and presentation standards.
- Ability to work under pressure and handle challenging situations with grace.
- Flexibility to adapt to changing guest needs and preferences.
- Problem-solving skills with a focus on guest satisfaction.
- Strong organisational skills and multitasking abilities.
- Exceptional customer service skills with a passion for delivering a luxury guest experience.
- Excellent communication, problem-solving, and organizational skills.
- High level of professionalism, discretion and integrity.
- Fluency in multiple languages is a plus.
Working Conditions:
- Physical demands such as being on the feet for long periods of time and manual handling.
- A supportive, empowering team environment.
- Benefits platform with various discounts.
- 28 holidays including eight bank holidays, with more holidays after two-year service.
- Cash-back health benefits, including optical, dental, chiropractor and physio services.
- Discounted gym membership.
- Access to Wellbeing platform and sessions, including EAP.
- Awards and Recognition Programme.
- Regular and ongoing training and development, including leadership workshops.
- Birthday Paid leave.
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.
Guest Services Executive - Day employer: Montcalm Collection
Contact Detail:
Montcalm Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Executive - Day
✨Tip Number 1
Familiarise yourself with the Montcalm Collection and its unique offerings. Understanding the history and character of each hotel will help you engage with guests more effectively and showcase your knowledge during interviews.
✨Tip Number 2
Practice your customer service skills in various scenarios. Role-playing different guest interactions can prepare you for the diverse situations you may encounter as a Guest Services Executive, ensuring you handle them with grace and professionalism.
✨Tip Number 3
Network with current or former employees of the Montcalm Collection. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and stand out as a candidate.
✨Tip Number 4
Demonstrate your passion for hospitality by sharing personal experiences where you went above and beyond for a guest. This will highlight your commitment to exceptional service and align with the values of the Montcalm Collection.
We think you need these skills to ace Guest Services Executive - Day
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and hospitality. Emphasise any roles where you demonstrated high attention to detail and exceptional service, as these are key for the Guest Services Executive position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your understanding of luxury service. Mention specific experiences that align with the responsibilities listed in the job description, such as handling guest inquiries or providing personalised recommendations.
Highlight Relevant Skills: In your application, focus on skills that are essential for the role, such as problem-solving, communication, and organisational abilities. Provide examples of how you've successfully used these skills in previous positions.
Showcase Your Personality: Since the role requires a friendly and approachable attitude, let your personality shine through in your application. Use a warm tone and express your genuine passion for delivering a luxury guest experience.
How to prepare for a job interview at Montcalm Collection
✨Show Your Passion for Hospitality
Make sure to express your genuine enthusiasm for the hospitality industry during the interview. Share personal experiences that highlight your love for providing excellent customer service, as this role is all about creating memorable guest experiences.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've successfully handled challenging situations in previous roles. The interviewer will be looking for your ability to remain calm under pressure and resolve issues efficiently, so having specific scenarios ready can really set you apart.
✨Know the Montcalm Collection
Familiarise yourself with the Montcalm Collection's history, values, and unique offerings. Being able to discuss what makes each hotel special and how you can contribute to their next chapter will show your commitment and interest in the position.
✨Practice Your Communication Skills
Since this role involves interacting with guests and various hotel departments, practice clear and effective communication. You might want to role-play common guest interactions or inquiries to demonstrate your ability to handle them professionally during the interview.