At a Glance
- Tasks: Deliver exceptional service to guests, ensuring a luxurious and memorable experience.
- Company: Join the Montcalm Collection, a community-focused luxury hotel group in London.
- Benefits: Enjoy 28 days holiday, paid birthday leave, and comprehensive wellbeing support.
- Other info: Flexible hours, continuous learning opportunities, and exclusive discounts await you.
- Why this job: Be part of a team that creates positive change and unforgettable guest experiences.
- Qualifications: Experience in customer service or hospitality, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Inhabit Hotels spans two urban wellness hotels in west London. We were born from the desire to offer guests a truly restorative experience, fostering mindfulness, healthy habits and better sleep. We want our guests to leave feeling nourished, rested and inspired. With Paddington and Bayswater on our doorsteps, we’ll also give you the tools to explore what our corner of the city has to offer. Inhabit is much more than a hotel; it’s a community that will welcome you back, time and time again. We strongly believe that the hospitality and tourism sector can affect positive change in people’s lives, particularly by creating job opportunities.
Why Join Montcalm Collection
- Competitive salary that reflects your talent, contribution, and potential.
- Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
- Paid birthday leave, so you can celebrate your special day your way.
- We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
- Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
- Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
- Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
- Cycle to Work scheme, supporting a healthier and more sustainable lifestyle.
- Preferential gym membership rates, helping you maintain your health and vitality.
- Continuous learning and development opportunities, from hands‑on training to leadership masterclasses—empowering your career growth.
- Paid volunteering day, giving you the opportunity to support a charity close to your heart.
- Employee referral programme, rewarding you for bringing great talent into our teams.
- Complimentary meals on duty in our team restaurant.
- Exclusive room rate discounts across the Montcalm Collection.
- International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
- City‑wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
- Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
- Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.
Overview
The Guest Service Executive is responsible for delivering personalized, attentive, and professional service to all guests throughout their stay. This role supports the Guest Experience Manager and the Front Office team in ensuring that every guest interaction reflects the luxury standards of the Montcalm Collection. The Guest Service Executive plays a critical role in creating a seamless guest journey, responding promptly to requests, resolving minor issues, and enhancing overall guest satisfaction.
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.
- Ensure the reception area is always well presented and stocked with all necessary supplies.
- Answer and manage incoming calls, emails and reservations in a professional and efficient manner.
- Uphold brand standards, including wellness and sustainability initiatives.
- Comply with all policies and SOP’s including, but not limited to GDPR, Health & Safety and Security.
- Respond to emergency situations calmly and efficiently, following hotel protocols.
Skills & Qualification
- Previous experience in front office, guest relations, or customer service in a luxury hotel preferred.
- Proficiency in hotel management systems (e.g., Opera PMS).
- Strong communication, interpersonal, and problem‑solving skills.
- Fluency in English; additional languages an advantage.
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.
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.
Luxury Guest Experience Concierge employer: Inhabit, Queen's Gardens
Inhabit Hotels is an exceptional employer, offering a vibrant work culture that prioritises employee wellbeing and growth. With generous holiday allowances, comprehensive support programmes, and continuous learning opportunities, we empower our team to thrive both personally and professionally. Located in the heart of west London, our hotels not only provide a restorative experience for guests but also foster a community where employees can celebrate milestones and enjoy exclusive benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Luxury Guest Experience Concierge
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Inhabit Hotels and their values. This will help you connect with the team and show that you're genuinely interested in being part of their community.
✨Tip Number 2
Practice your guest interaction skills! Since the role is all about creating a luxury experience, think of scenarios where you can demonstrate your problem-solving and communication skills. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Dress to impress! First impressions matter, especially in hospitality. Make sure you look polished and professional for your interview. It shows that you respect the role and the guests you'll be serving.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It not only shows your appreciation but also keeps you fresh in their minds as they make their decision. And remember, apply through our website for the best chance!
We think you need these skills to ace Luxury Guest Experience Concierge
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for the hospitality industry shine through! Share experiences that highlight your commitment to providing exceptional guest service and how you can contribute to creating a restorative experience for our guests.
Tailor Your Application:Make sure to customise your application to reflect the specific role of Luxury Guest Experience Concierge. Mention relevant skills and experiences that align with the responsibilities outlined in the job description, like your ability to handle guest inquiries and resolve issues with empathy.
Be Professional Yet Approachable:While we want to see your personality, remember to maintain a professional tone in your written application. Use clear language and structure your thoughts well, as this reflects the high standards we uphold at Inhabit Hotels.
Apply Through Our Website:We encourage you to submit your application directly through our website. This not only streamlines the process but also ensures that your application reaches us promptly. Plus, it shows you're keen on joining our community!
How to prepare for a job interview at Inhabit, Queen's Gardens
✨Know the Company Inside Out
Before your interview, take some time to research Inhabit Hotels and the Montcalm Collection. Understand their values, mission, and what makes them unique in the hospitality sector. This will not only help you answer questions more effectively but also show your genuine interest in being part of their community.
✨Showcase Your Customer Service Skills
As a Luxury Guest Experience Concierge, your ability to provide exceptional service is key. Prepare examples from your past experiences where you went above and beyond for a guest or resolved a challenging situation. Highlighting these moments will demonstrate your capability to enhance guest satisfaction.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will help you respond thoughtfully and show that you value communication—an essential skill in hospitality. Don’t hesitate to ask for clarification if you’re unsure about something; it shows you’re engaged and keen to understand.
✨Prepare Questions to Ask
Interviews are a two-way street, so come prepared with insightful questions about the role, team dynamics, and company culture. This not only demonstrates your enthusiasm but also helps you gauge if this is the right fit for you. Consider asking about their approach to guest experience or how they support employee wellbeing.
