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Guest Experience Leader

2 months ago

London, Greater London, United Kingdom Montcalm Collection Full time

About Montcalm Collection

United by timeless style and peerless service, 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. The hotels in the collection include a storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. A property with a bold new perspective at Montcalm East, part of Marriott's Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen's Gardens, both part of the collection.

About This Role

We are seeking a passionate and experienced Guest Experience Leader to join our team at Montcalm Collection. As a key member of our front-of-house operations, you will play a vital role in ensuring that every guest has an exceptional and memorable stay.

Responsibilities

  • Lead and motivate a team of dedicated hospitality professionals, fostering a positive and collaborative work environment.
  • Oversee all aspects of guest service, from check-in to check-out, ensuring seamless and personalized experiences.
  • Resolve guest inquiries and concerns promptly and efficiently, exceeding expectations whenever possible.
  • Implement and maintain high standards of service excellence, adhering to Montcalm Collection's brand values.
  • Collaborate with other departments to ensure a cohesive and harmonious guest experience.
  • Proactively identify opportunities for improvement and implement innovative solutions to enhance guest satisfaction.

Qualifications

  • Proven experience in a management or supervisory role within a luxury hotel environment.
  • Strong leadership, communication, and interpersonal skills.
  • A passion for delivering exceptional customer service and exceeding guest expectations.
  • Excellent problem-solving and decision-making abilities.
  • Proficiency in Opera PMS system is highly desirable.