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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, discounts, and 28 days holiday including bank holidays.
- Why this job: Be the heartbeat of guest satisfaction and make a real difference in their stay.
- Qualifications: Customer service skills and experience in hospitality are essential.
- Other info: Flexible hours and a supportive team environment await you.
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.
Guest Experience Manager in London 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 in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the hospitality industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on your dream job!
✨Tip Number 2
Practice makes perfect! Before any interview, do a mock session with a friend or family member. Focus on showcasing your customer service skills and how you can enhance guest experiences. Remember, confidence is key!
✨Tip Number 3
Research the company culture! Dive into Montcalm Collection’s values and ethos. Tailor your conversations to reflect how you align with their commitment to luxury and sustainability. Show them you’re not just another candidate!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the team. Don’t miss out on the chance to make a great first impression!
We think you need these skills to ace Guest Experience Manager in London
Some tips for your application 🫡
Show Your Passion for Guest Experience: When writing your application, let your enthusiasm for creating memorable guest experiences shine through. We want to see how you can bring that luxury touch to every interaction, so share any relevant stories or examples that highlight your passion for exceptional service.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we’re looking for, especially in areas like guest relations and team management.
Highlight Your Problem-Solving Skills: As a Guest Experience Manager, you'll need to handle feedback and resolve issues efficiently. In your application, include examples of how you've successfully navigated challenges in previous roles. This will show us that you're ready to maintain our reputation for excellence.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our values and culture!
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 the Montcalm Collection's ethos and values, especially around luxury, wellness, and sustainability. This will help you articulate how you can enhance guest satisfaction and align with their standards.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled guest complaints or difficult situations in the past. Highlight your ability to resolve issues discreetly and efficiently, as this is crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Team Leadership
As a Guest Experience Manager, you'll be supervising a team. Be ready to discuss your leadership style and how you empower team members to deliver exceptional service. Share specific instances where you've trained or mentored staff to achieve service excellence.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the hotel's approach to guest relations and how they measure guest satisfaction. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
