Guest Experience Manager in London

Montcalm East, an Autograph Collection Hotel, reflects the creative spirit of its Shoreditch setting. With a prime position on City Road in East London, where arty Shoreditch meets progressive Silicon Roundabout, Old Street Tube station is just a few steps away.

The Guest Experience Manager is responsible for curating and delivering personalized, memorable experiences for all guests throughout their stay. This role ensures that every touchpoint of the guest journey — from pre-arrival to departure — reflects the luxury standards of the Montcalm Collection. Working closely with the Front Office Manager and other department heads, the Guest Experience Manager anticipates guest needs, resolves issues with discretion, and drives a culture of exceptional service. The role is pivotal in maintaining the hotel’s reputation for excellence, enhancing guest loyalty, and embedding the brand’s wellness and sustainability ethos in every interaction.

• Act as the primary point of contact for guest relations throughout the stay.
• Supervise Guest Experience and Guest Relations Executives to ensure service excellence and front office support in day-to-day operations.
• Ensure all VIPs, repeat guests, and special occasions receive personalised recognition.
• Handle guest feedback and complaints efficiently, ensuring prompt resolutions.
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved and employee wellbeing is maintained.
• Oversee the pre-arrival process, ensuring guest preferences are anticipated and delivered.
• Liaise with all operational departments to guarantee seamless service delivery.
• Monitor guest satisfaction scores and identify opportunities for improvement.
• Maintain strong working relationships with all departments to support property operations and goals and to expedite the resolution of problems.
• Maintain accurate guest profiles and records to support loyalty and repeat business.
• Assist in management of any potential book-outs from and to our property.
• Develop and maintain partnerships with local suppliers and cultural organisations.
• Recruit, train and develop team members. Ensure employees understand customer service expectations and parameters and that they feel empowered to provide excellent guest service.
• Conduct performance evaluations and provide coaching and mentoring in identified areas.
• Implement the customer recognition/service program.
• Manage team schedule to ensure adequate cover at all times.
• Promote the hotel’s wellness and sustainability ethos within all guest interactions.
• Document and share guest feedback to enable improvement and training in identified areas.

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.

• Exemplary customer service skills.
• Ability to manage the team to achieve service excellence.
• Bachelor’s degree in hospitality management or related field (or equivalent experience).
• Proven experience in guest relations, front office, or luxury hospitality.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English required; additional languages preferred.

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

• Competitive salary.
• 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.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Enjoy a paid day off to celebrate your birthday – because your special day matters!

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

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.

Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources will be considered the property of the company and will not be subject to agency fees.