At a Glance
- Tasks: Deliver exceptional service to guests, ensuring a memorable stay at our luxury hotel.
- Company: Join Montcalm East, a stylish hotel in the heart of Shoreditch.
- Benefits: Enjoy competitive salary, 28 holidays, health benefits, and a supportive team environment.
- Other info: Flexible hours, ongoing training, and a paid day off for your birthday!
- Why this job: Be part of a dynamic team that values diversity and personal growth.
- Qualifications: Experience in customer service and strong communication skills are preferred.
The predicted salary is between 30000 - 42000 £ per year.
Join to apply for the Guest Services Executive role at Montcalm East, Autograph Collection. The hotel reflects the creative spirit of its Shoreditch setting, with a prime position on City Road in East London.
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 every guest interaction reflects the luxury standards of the Montcalm Collection. The role plays a critical part in creating a seamless guest journey, responding promptly to requests, resolving minor issues, and enhancing overall satisfaction.
Key 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 GDPR, Health & Safety and Security.
- Respond to emergency situations calmly and efficiently, following hotel protocols.
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.
Skills & Qualifications:
- 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.
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.
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.
Referrals increase your chances of interviewing at Montcalm East, Autograph Collection by 2x.
Guest Services Executive employer: Montcalm East, Autograph Collection
Montcalm East, Autograph Collection is an exceptional employer that prioritises the safety and well-being of both guests and staff. With a strong commitment to employee growth, we offer competitive salaries, generous holiday allowances, and a supportive work culture that encourages personal and professional development. Located in a vibrant area, our team enjoys a dynamic environment where flexibility and teamwork are valued, making it a rewarding place to build a career in hospitality security.
Contact Details:
Montcalm East, Autograph Collection Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Executive
✨Get a Taste of the Scene
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✨Reach Out Directly to Montcalm East, Autograph Collection
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We think you need these skills to ace Guest Services Executive
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Montcalm East, Autograph Collection and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Montcalm East, Autograph Collection
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
