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- Tasks: Create unforgettable experiences for guests and lead a passionate team.
- Company: Join the Montcalm Collection, known for luxury and exceptional service.
- Benefits: Competitive salary, 28 holidays, health perks, and birthday off!
- Why this job: Be the heartbeat of guest satisfaction and make a real impact.
- Qualifications: Customer service skills and experience in luxury hospitality required.
- Other info: Flexible hours, ongoing training, and a supportive team culture.
The predicted salary is between 36000 - 60000 £ per year.
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.
Key Responsibilities
- 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.
Skills & Qualifications
- 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.
Working Condition
- 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.
Benefits
- 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!
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.
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.
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.
Guest Experience Manager employer: Montcalm East, Autograph Collection
Contact Detail:
Montcalm East, Autograph Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Guest Experience Manager role. Personal recommendations can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers or attend interviews, let your passion for guest experience shine through. Share stories that highlight your customer service skills and how you've gone above and beyond for guests in the past.
✨Tip Number 3
Research the company culture! Before any interview, dive into Montcalm Collection’s values and ethos. Tailor your responses to show how your approach to guest relations aligns with their commitment to luxury and sustainability.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you note expressing your appreciation for the opportunity. It’s a simple gesture that keeps you top of mind and shows your enthusiasm for the role.
We think you need these skills to ace Guest Experience Manager
Some tips for your application 🫡
Show Your Passion for Guest Experience: When writing your application, let us see your enthusiasm for creating memorable experiences. Share specific examples of how you've gone above and beyond for guests in previous roles. This will help us understand your commitment to exceptional service.
Tailor Your CV and Cover Letter: Make sure your CV and cover letter are tailored to the Guest Experience Manager role. Highlight relevant skills and experiences that align with our luxury standards and the responsibilities outlined in the job description. We love seeing candidates who take the time to personalise their applications!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences. Remember, we appreciate clarity as much as we do creativity!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team at Montcalm Collection!
How to prepare for a job interview at Montcalm East, Autograph Collection
✨Know the Guest Experience Inside Out
Before your interview, dive deep into what makes a memorable guest experience. Familiarise yourself with luxury hospitality standards and think about how you can enhance guest satisfaction. Be ready to share specific examples of how you've created exceptional experiences in the past.
✨Showcase Your Leadership Skills
As a Guest Experience Manager, you'll be leading a team. Prepare to discuss your management style and how you empower your team to deliver outstanding service. Think of instances where you've successfully trained or mentored others, and be ready to highlight those during the interview.
✨Anticipate Questions on Problem-Solving
Expect questions about handling guest complaints and resolving issues discreetly. Prepare some scenarios where you've turned a negative experience into a positive one. This will demonstrate your ability to maintain the hotel's reputation for excellence.
✨Emphasise Your Commitment to Wellness and Sustainability
The Montcalm Collection values wellness and sustainability. Be prepared to discuss how you can incorporate these principles into guest interactions. Share any relevant experiences or ideas you have that align with the hotel's ethos, showing that you're not just a fit for the role but also for the brand.
