Guest Experience Executive

BRAND INTRODUCTION

At
Montcalm Collection, we believe that timeless style and genuine hospitality are
more than just values, they’re a way of life. Our people are the heart of our
hotels: passionate individuals working together as a team, united by an
unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story and within everyone, our team creates unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates
individuality, nurtures potential and upholds the very highest standards of the
art of hospitality.

SCOPE & GENERAL PURPOSE

The Guest Experience Executive is the face of Montcalm Collection’s personalized service, ensuring that every guest feels welcomed,
valued, and cared for throughout their stay.

Supporting the Guest Experience Manager, this role
focuses on anticipating guest needs, curating memorable experiences, and
ensuring seamless communication between guests and all hotel departments. With
a warm, professional approach, the Guest Experience Executive contributes
directly to guest satisfaction, loyalty, and the hotel’s reputation for
excellence.

COMPETENCIES

1. Guest-Centric Service

• Provides personalised, attentive service that
  exceeds expectations.
• Anticipates guest needs and responds promptly
  with discretion.
• Delivers memorable experiences that reflect the
  luxury standards of Montcalm Collection.

2. Communication & Presentation

• Builds natural rapport with guests, ensuring a
  professional and culturally aware approach.
• Acts as a brand ambassador, representing the
  hotel with confidence and courtesy.
• Liaises effectively with colleagues to
  guarantee smooth guest journeys.

3. Operational Excellence

• Assists with pre-arrival arrangements and
  coordinates special requests.
• Supports the recognition and care of VIPs and
  repeat guests.
• Ensures guest profiles are kept accurate and
  updated for future visits.

4. Problem-Solving & Discretion

• Handles guest concerns with empathy,
  efficiency, and professionalism.
• Escalates issues appropriately while
  maintaining guest satisfaction.
• Demonstrates composure in fast-paced or
  high-pressure situations.

5. Innovation & Continuous Improvement

• Embraces new ideas, trends, and technologies in
  guest service.
• Suggests enhancements to elevate the guest
  journey.
• Supports the integration of wellness and
  sustainability into daily guest interactions.

KEY RESPONSIBILIES

• Welcome and assist guests on arrival, ensuring
  a seamless check-in experience.
• Provide personalised service, anticipating
  needs and recognising repeat guests.
• Coordinate with departments to fulfil guest
  requests and preferences.
• Handle guest queries, feedback, and complaints
  promptly and courteously.
• Assist with pre-arrival communication and
  preparation for VIPs and special occasions.
• Maintain accurate and detailed guest profiles
  within the PMS.
• Support the Guest Experience Manager in
  delivering service excellence across all touchpoints.
• Promote hotel facilities, local attractions,
  and unique experiences.
• Ensure all guest interactions reflect Montcalm
  Collection’s luxury brand standards.

This
job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.

SKILLS & QUALIFICATIONS

• Previous experience in guest relations, front
  office, or luxury hospitality.
• Strong knowledge of hotel operations and guest
  service standards.
• Proficiency in hotel management systems (e.g.,
  Opera PMS).
• Fluency in English; additional languages are
  highly desirable.

WORKING CONDITIONS

• Flexible schedule including evenings, weekends,
  and public holidays.
• Regular interaction with guests in public areas
  of the hotel.
• Periods of standing and walking required.

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