Assistant Guest Experience Manager

Join to apply for the Assistant Guest Experience Manager role at Montcalm Collection. United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an eighteenth‑century brewery, heritage headquarters and a diamond‑shaped skyscraper, each hotel reveals a different chapter in the city’s story.

Overview

The Assistant Guest Experience Manager supports the delivery of an exceptional and personalised guest journey across the hotel. This role acts as a key liaison between guests and internal teams, ensuring service excellence, prompt resolution of issues, and a consistently high standard of guest satisfaction. The Assistant Guest Experience Manager intervenes in guest and colleague situations as needed, upholding the brand’s service ethos while maintaining operational integrity. The Assistant Guest Experience Manager supports guest relations strategy, departmental training, and the implementation of initiatives that enhance the overall guest experience in a luxury hospitality environment.

Key Responsibilities

• Assist in managing day‑to‑day operations, ensuring quality, standards, and meeting customer expectations daily.
• Collaborate with the guest experience manager on daily tasks such as team recruitment, appraisals, training, onboarding and more.
• Welcome guests upon arrival and ensure a smooth check‑in process; maintain high visibility around public spaces, especially at the front desk.
• Provide personalised service to VIPs and repeat guests, anticipating their needs and preferences.
• Handle potential book‑outs to and from our property.
• Implement the customer recognition/service program.
• Support, schedule and manage the team to ensure adequate coverage at all times.
• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
• Conduct regular guest interactions to gather feedback and enhance their stay experience.
• Encourage guest experience team interaction and engagement with guests.
• Coordinate special requests and amenities for guests, including dining, transportation and activities.
• Develop specific goals and plans to prioritise, organise, and accomplish the work.
• Provide services that are above and beyond for guest satisfaction and retention.
• Maintain strong working relationships with all departments to support property operations and to expedite resolution of any issues arising during general operation.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and coaching when needed.
• Intervene 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.
• Collaborate with other departments to ensure guest expectations are met or exceeded.
• Ensure employees understand customer service expectations and parameters; they feel empowered to provide excellent guest service.
• Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
• Ensure that all guest data and preferences are accurately recorded in the hotel’s system.
• Review daily reports, including guest arrivals, departures and special requests.
• Suggest improvements based on monitoring of guest satisfaction levels.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Lead, train and motivate the guest relations team to deliver exceptional service.
• Conduct performance evaluations and provide coaching and development opportunities within the team.
• Identify developmental needs of others and provide coaching, mentoring or other help to improve knowledge or skills.

Skills & Qualifications

• At least one year of previous management or supervision in a similar role; Marriott experience is preferable.
• Experience working in a similar role within 4‑ and 5‑star hotels in London.
• Opera knowledge.
• Excellent communication, negotiation and interpersonal skills.
• Ability to handle multiple projects simultaneously.
• Results‑oriented and driven to achieve revenue and performance targets.

Working Condition

• Full‑time position with a variable schedule, including evenings, weekends and holidays as needed.
• Fast‑paced environment.
• Extended periods of standing or walking may be necessary.

Benefits

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays, including eight bank holidays; 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.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Paid day off to celebrate your birthday – because your special day matters!

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.

Application Process

If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role. We do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for this role without prior agreement in writing from our Head of Human Resources will be considered the property of the company and will not be subject to agency fees.