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For Companies At a Glance
- Tasks: Create unforgettable guest experiences and lead a dynamic team in luxury hospitality.
- Company: Join the prestigious Montcalm Collection known for excellence and sustainability.
- Benefits: Enjoy a competitive salary, discounts, and 28 days of holiday.
- Why this job: Be the face of luxury service and make a real difference in guests' stays.
- Qualifications: Customer service skills and experience in luxury hospitality are essential.
- Other info: Flexible hours and opportunities for personal growth in a supportive environment.
The predicted salary is between 988 - 1219 £ per month.
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.
Duty Manager/Guest Experience in London employer: Montcalm East, Shoreditch London
Contact Detail:
Montcalm East, Shoreditch London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Manager/Guest Experience 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, or even hit up local meet-ups. You never know who might have the inside scoop on a job opening!
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers, let your passion for guest experience shine through. Share stories about how you've gone above and beyond for guests in the past – it’ll make you memorable!
✨Tip Number 3
Be proactive! Don’t just wait for job postings to pop up. Reach out directly to hotels you admire and express your interest in working with them. A little initiative can go a long way in landing that dream role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly shows your enthusiasm and commitment to being part of our team. Let’s make your dream job a reality together!
We think you need these skills to ace Duty Manager/Guest Experience 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 customer service skills.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific requirements of the Duty Manager role. We love it when applicants take the time to align their experiences with our values and the responsibilities outlined in the job description.
Highlight Team Management Skills: Since this role involves supervising a team, be sure to showcase your leadership experience. Talk about how you've motivated others to achieve service excellence and how you’ve handled challenges in a team setting. We’re all about collaboration here at StudySmarter!
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 shows you’re keen on joining our team!
How to prepare for a job interview at Montcalm East, Shoreditch London
✨Know the Guest Experience Inside Out
Before your interview, dive deep into the Montcalm Collection's ethos and values. Understand what luxury service means to them and be ready to discuss how you can enhance guest experiences. Think of specific examples from your past roles where you’ve gone above and beyond for guests.
✨Showcase Your Leadership Skills
As a Duty Manager, you'll be supervising a team. Prepare to share your leadership style and how you've successfully managed teams in the past. Highlight any training or mentoring experiences you've had, as well as how you handle conflicts or challenges within a team.
✨Anticipate Questions on Guest Relations
Expect questions about handling guest complaints and feedback. Prepare scenarios where you turned a negative experience into a positive one. This will demonstrate your problem-solving skills and commitment to exceptional service, which is crucial for this role.
✨Emphasise Your Commitment to Sustainability
With a focus on wellness and sustainability, be ready to discuss how you can incorporate these values into guest interactions. Share any relevant experiences or ideas you have that align with the hotel's mission, showing that you’re not just about luxury but also about responsible hospitality.
