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- Tasks: Deliver exceptional service to guests, ensuring a memorable stay at our luxury hotel.
- Company: Join Montcalm Collection, a prestigious group of luxury hotels in London.
- Benefits: Enjoy competitive salary, 28 holidays, health benefits, and a supportive team environment.
- Why this job: Be part of a dynamic team in a vibrant location, enhancing guest experiences every day.
- Qualifications: Previous customer service experience in luxury settings preferred; strong communication skills essential.
- Other info: Flexible hours, ongoing training, and a paid day off for your birthday!
The predicted salary is between 24000 - 36000 £ per year.
Montcalm East — United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story.
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.
- 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.
- Flexible schedule including evenings, weekends, and public holidays.
- Regular interaction with guests in 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.
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.
Guest Service Executive 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 Service Executive
✨Tip Number 1
Get to know the Montcalm Collection! Research their hotels, values, and what makes them unique. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Guest Service Executive, you'll need to engage with guests professionally. Role-play common scenarios with friends or family to boost your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the company culture and even refer you internally, which can give you a leg up in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the Montcalm Collection family.
We think you need these skills to ace Guest Service Executive
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for guest service and luxury hospitality.
Tailor Your CV: Make sure to tailor your CV to highlight relevant experience in front office or customer service roles. We love seeing how your skills align with what we’re looking for at Montcalm Collection!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that make it easy for us to see why you’d be a great fit for the Guest Service Executive role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Montcalm East.
How to prepare for a job interview at Montcalm East, Autograph Collection
✨Know the Hotel Inside Out
Before your interview, make sure to research Montcalm Collection thoroughly. Familiarise yourself with their history, values, and the unique features of each hotel. This knowledge will not only impress your interviewers but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Guest Service Executive, 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 difficult situation. This will demonstrate your problem-solving skills and commitment to guest satisfaction.
✨Practice Your Communication
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend, focusing on how you would handle guest inquiries or complaints.
✨Dress to Impress
First impressions matter, especially in the luxury hospitality sector. Dress smartly and professionally for your interview. This shows that you understand the brand's standards and are ready to represent them well.