Guest Experience Executive in London

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests. While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future. Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality.

SCOPE & GENERAL PURPOSE

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.

COMPETENCIES

• Guest-Focused Service
  • Provides exceptional service to all guests, anticipating and responding to their needs.
  • Handles inquiries, requests, and concerns promptly and professionally.
  • Ensures guests feel welcomed, valued, and well-informed throughout their stay.
• Communication & Interpersonal Skills
  • Engages with guests in a courteous, professional, and culturally sensitive manner.
  • Maintains clear and effective communication with team members and other departments.
  • Always represents the Montcalm Collection brand consistently.
• Operational Support
  • Assists in check-in/check-out processes, reservations, and room allocations.
  • Monitors guest satisfaction and informs the Guest Experience Manager of any issues.
  • Supports VIP and repeat guest recognition programs as required.
• Problem-Solving & Adaptability
  • Responds calmly to guest concerns, offering appropriate solutions.
  • Adapts to varying guest expectations and operational demands.
  • Maintains composure and professionalism in busy or challenging situations.
• Team Collaboration
  • Works closely with Front Office, Guest Experience, and other departments.
  • Shares information and updates to ensure smooth and coordinated operations.
  • Supports colleagues in delivering seamless, luxury guest experiences.

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, but not limited to 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.