Guest Experience Executive

2 weeks ago

London, United Kingdom The Montcalm Royal London House Full time

**About Montcalm Collection**

United by timeless style and peerless service, the Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. Architecture and style may change, but classic hospitality stands the test of time: expect an enduring welcome from our team. We are proud of our past, but even more excited for our future.

Discover the hotels in the collection. Our historic brewery reimagined as a vibrant modern hotel: The Montcalm At The Brewery. Our Georgian charmer with an artful modern spirit: The Montcalm Marble Arch. Our storied city-slicker, housed in the former headquarters of the Royal Mail: The Montcalm Royal London House. Our duo of mindful hotels which set a slower pace: Inhabit Southwick Street and Inhabit Queen’s Gardens.

**Overview**

Montcalm Collection are looking for a skilled and ambitious **Guest Experience Executive** to join our team. You will play a pivotal role by intervening in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

Help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

**Benefits**
- Collaborative and empowering team dynamics.
- Pathways for promotions and growth within the brand.
- Recognition and Rewards Program.
- Access to an array of discounts via our Benefits Platform.
- Comprehensive training through Certified Classroom and E-Learnings.
- 28 holidays annually, inclusive of 8 bank holidays. Additional holidays post 2-year tenure.
- Health incentives: Cash-back on optical, dental, chiropractic, and physio services.
- Concession on gym memberships.
- Nutritious meals provided during shifts.
- Complimentary dry-cleaning service for uniforms.
- Inclusive pension schemes

**Key Responsibilities**
- To devise, cost and create uniquely memorable experiences for Montcalm guests
- To ensure that the highest levels of customer care and service are delivered to all hotel guests at all times.
- To display excellent social skills in handling all types of people and situations, and high levels of versatility and flexibility in meeting the varied needs and expectations of our guests.
- To anticipate guest needs and to ensure that expectations are not only consistently met but consistently exceeded.
- To take responsibility for the daily arrivals list and to prepare the VIP list ensuring that all guest details are correct. To update the VIP list each morning and liaise with the relevant department regarding VIP, Special Occasions and regular guests.
- To ensure all VIPs and guest welcome/welcome back cards are printed on a daily basis.
- To update guest profiles with requirements and personal preferences
- To make bookings for guests as and when required i.e. theatre, restaurant, cars etc 15. To assist with Reception and Front Office Duties at busy and peak times.
- To promote The Montcalm Royal London House hotel to guests and visitors, contacting the reservations departments and making any advanced bookings for guests as required.
- Encourage and actively seek guest feedback
- Carry out any reasonable request by any of the senior management team.Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Ensuring that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Performing Front Desk duties in high demand times.

**Essential Qualifications**
- At least 1-year previous experience in a similar role
- Experience in working in similar role within 4- and 5-star hotels in London.
- Opera knowledge
- Availability for flexible working schedule
- Excellent communication, negotiation, and interpersonal skills
- Ability to handle multiple projects simultaneously.

**Eligibility**

**Equal Opportunity Employer**

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives each individual brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we are dedicated to providing 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, e

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