Guest Experience Executive in Westminster

The Guest Experience Executive is the face of Montcalm Collection's personalized service, ensuring that every guest feels welcomed, valued, and cared for throughout their stay. Supporting the Guest Experience Manager, this role focuses on anticipating guest needs, curating memorable experiences, and ensuring seamless communication between guests and all hotel departments. With a warm, professional approach, the Guest Experience Executive contributes directly to guest satisfaction, loyalty, and the hotel's reputation for excellence.

Key Responsibilities

• Welcome and assist guests on arrival, ensuring a seamless check-in experience.
• Provide personalised service, anticipating needs and recognising repeat guests.
• Coordinate with departments to fulfil guest requests and preferences.
• Handle guest queries, feedback, and complaints promptly and courteously.
• Assist with pre-arrival communication and preparation for VIPs and special occasions.
• Maintain accurate and detailed guest profiles within the PMS.
• Support the Guest Experience Manager in delivering service excellence across all touchpoints.
• Promote hotel facilities, local attractions, and unique experiences.
• Ensure all guest interactions reflect Montcalm Collection's luxury brand standards.

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 guest relations, front office, or luxury hospitality.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are highly desirable.

Working Condition

• 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.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: 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.