Assistant Guest experience Manager

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.

Overview

The Assistant Guest Experience Manager supports the delivery of an exceptional and personalised guest journey across the hotel. This role acts as a key liaison between guests and internal teams, ensuring service excellence, prompt resolution of issues, and a consistently high standard of guest satisfaction. The Assistant Guest Experience Manager intervenes in guest and colleague situations as needed, upholding the brand’s service ethos while maintaining operational integrity. This role also supports guest relations strategy, departmental training, and the implementation of initiatives that enhance the overall guest experience in a luxury hospitality environment.

Key Responsibilities

• Assist managing day-to-day operations, ensuring quality and standards meet customer expectations.
• Collaborate with the guest experience manager on daily tasks such as team recruitment, appraisals, training, and onboarding.
• Welcome guests upon arrival and ensure a smooth check-in process; maintain high visibility around public spaces, especially at the Front Desk.
• Provide personalised service to VIPs and repeat guests, anticipating their needs and preferences.
• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
• Conduct regular guest interactions to gather feedback and enhance their stay experience.
• Encourage guest experience team interaction and engagement with guests.
• Coordinate special requests and amenities for guests, including dining, transportation, and activities.
• Develop specific goals and plans to prioritise, organise, and accomplish work.
• Maintain a strong working relationship with all departments to support property operations and expedite problem resolution.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching when needed.
• Intervene in any guest/employee situation as needed to ensure property integrity, guest satisfaction, and employee wellbeing.
• Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
• Ensure that all guest data and preferences are accurately recorded in the hotel’s system.
• Review daily reports, including guest arrivals, departures, and special requests.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Lead, train, and motivate the guest relations team to deliver exceptional service.
• Conduct performance evaluations and provide coaching and development opportunities within the team.

Skills & Qualifications

• At least 1-year previous management or supervision in a similar role.
• Marriott experience is preferable.
• Experience in a similar role within 4- and 5-star hotels in London.
• Opera knowledge.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to handle multiple projects simultaneously.
• Results-oriented and driven to achieve revenue and performance targets.

Working Condition

Fast-paced environment. Extended periods of standing or walking may be necessary.

Benefits

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two years of 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.

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 are genuinely valued. 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.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role. We do not accept unsolicited CVs from agencies or headhunters.