Guest Relations Coordinator

4 weeks ago

London, Greater London, United Kingdom Montcalm Collection Full time
Position Overview

About Montcalm Collection

United by timeless elegance and exceptional service, the Montcalm Collection represents a prestigious array of luxury accommodations. Nestled within charming Georgian buildings, a historic brewery, a heritage headquarters, and a striking modern skyscraper, each property tells a unique story of the city. While the architecture and ambiance may vary, our commitment to classic hospitality remains unwavering: anticipate a warm welcome from our dedicated team. We take pride in our rich history and are eager to embrace the future.


Explore our diverse hotels. Experience our historic brewery transformed into a lively contemporary hotel: The Montcalm At The Brewery. Discover our Georgian gem with a creative modern flair: The Montcalm Marble Arch. Visit our iconic city hotel, located in the former Royal Mail headquarters: The Montcalm Royal London House. Enjoy our tranquil hotels that promote a slower pace: Inhabit Southwick Street and Inhabit Queen's Gardens.

Role Summary

The Montcalm Collection is seeking a talented and driven Guest Experience Executive to enhance our team. In this vital role, you will address any guest or employee matters to uphold the property's standards, ensure guest satisfaction, and support employee welfare.

Contribute to the next chapter of the Montcalm Collection and showcase your expertise. Become a valued representative for one of our hotels and enjoy the opportunity to work across different properties, maintaining high service and product delivery standards with exceptional customer care.

Benefits

· Collaborative and empowering team environment.

· Opportunities for advancement and professional growth within the brand.

· Recognition and Rewards Program.

· Access to a variety of discounts through our Benefits Platform.

· Comprehensive training via Certified Classroom and E-Learning.

· 28 days of annual leave, including 8 public holidays. Additional leave after 2 years of service.

· Health incentives: reimbursement for optical, dental, chiropractic, and physiotherapy services.

· Discounts on gym memberships.

· Healthy meals provided during shifts.

· Complimentary dry-cleaning service for uniforms.

· Inclusive pension schemes.

Key Responsibilities

· Design, budget, and create unforgettable experiences for Montcalm guests.

· Ensure the highest standards of customer service are consistently delivered to all hotel guests.

· Exhibit exceptional interpersonal skills in managing diverse individuals and situations, demonstrating adaptability to meet the varied needs of our guests.

· Anticipate guest requirements and strive to exceed their expectations consistently.

· Manage the daily arrivals list and prepare the VIP list, ensuring all guest information is accurate. Update the VIP list each morning and coordinate with relevant departments regarding VIPs, special occasions, and regular guests.

· Ensure all VIP and guest welcome cards are printed daily.

· Update guest profiles with preferences and requirements.

· Make reservations for guests as needed, including theatre, dining, and transportation.

· Assist with Reception and Front Office duties during peak times.

· Promote The Montcalm Royal London House to guests and visitors, coordinating with reservations for advanced bookings.

· Encourage and actively seek guest feedback.

· Address any reasonable requests from senior management.

· Handle complaints, resolve disputes, and negotiate effectively.

· Maintain ongoing communication with employees to raise awareness of business objectives, communicate expectations, recognize performance, and achieve desired outcomes.

· Enhance service quality by assisting individuals in understanding guest needs, providing guidance, feedback, and coaching as necessary.

· Perform Front Desk duties during high-demand periods.

Essential Qualifications

· Minimum of 1 year of experience in a similar role.

· Experience in a comparable position within 4- and 5-star hotels.

· Familiarity with Opera software.

· Flexibility in work schedule availability.

· Strong communication, negotiation, and interpersonal skills.

· Ability to manage multiple projects simultaneously.

Eligibility

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

Equal Opportunity Employer

At Montcalm Collection, we genuinely value diversity and inclusion. We appreciate the unique perspectives each individual brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we are committed to providing a workplace free from discrimination and prejudice.

If this role aligns with your career aspirations, we encourage you to apply. If you are not shortlisted, we invite you to explore other opportunities with us, either now or in the future.

Note: If you do not receive a response within 14 days, please consider your application as not shortlisted for this specific role.

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