Guest Experience Ambassador

1 week ago

London, Greater London, United Kingdom Montcalm Collection Full time
About Montcalm Collection

We are a luxury hotel collection in London, known for our timeless style and exceptional service. Our hotels are housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters, and a diamond-shaped skyscraper. We pride ourselves on our classic hospitality, which has stood the test of time.

Our collection includes The Montcalm At The Brewery, a vibrant modern hotel; The Montcalm Marble Arch, a Georgian charmer with an artful modern spirit; The Montcalm Royal London House, a storied city-slicker; and Inhabit Southwick Street and Inhabit Queen's Gardens, our duo of mindful hotels.

Job Overview

We are seeking a skilled and ambitious Guest Experience Host to join our team. As a Guest Experience Host, you will play a pivotal role in ensuring the integrity of our properties, guest satisfaction, and employee well-being. You will intervene in any guest/employee situation as needed to achieve these goals.

This is an exciting opportunity to shape the next chapter of Montcalm Collection's history and showcase your skills. You will become a trusted ambassador for one of our hotels and have the opportunity to move between properties, achieving service and product delivery standards with a high degree of customer care and service.

Key Responsibilities
  • Design and deliver uniquely memorable experiences for our guests
  • Ensure the highest levels of customer care and service are delivered to all hotel guests at all times
  • 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
  • Anticipate guest needs and ensure that expectations are consistently met and exceeded
  • Take responsibility for the daily arrivals list and prepare the VIP list, ensuring all guest details are correct
  • Update guest profiles with requirements and personal preferences
  • Make bookings for guests as required, such as theatre, restaurant, or car reservations
  • Assist with Reception and Front Office duties at busy and peak times
  • Encourage and actively seek guest feedback
  • Carry out any reasonable request by senior management team, including handling complaints, settling disputes, and resolving grievances and conflicts
  • Ensure regular on-going communication with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
  • Perform Front Desk duties in high demand times
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
Eligibility

Candidates must be authorized to live and work in the UK. Currently, visa sponsorship is not available for this role.

We are an equal opportunity employer and value diversity and inclusion. We are committed to providing a workplace free from discrimination and prejudice.

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