Guest Experience Ambassador

4 weeks ago

London, Greater London, United Kingdom Montcalm Collection Full time

About Montcalm Collection

We are a collection of luxury hotels in London, united by timeless style and peerless service. Our hotels are 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, with classic hospitality standing the test of time.

Our Story

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

Role Overview

We are looking for a skilled and ambitious Guest Experience Executive to join our team. As a Guest Experience Executive, you will play a pivotal role in ensuring the integrity of the property, achieving guest satisfaction, and preserving employee well-being. You will intervene in any guest/employee situation as needed to maintain the highest levels of customer care and service.

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
To assist with Reception and Front Office Duties at busy and peak times
To promote the hotel to guests and visitors, contacting the reservations departments and making any advanced bookings for guests as required
To encourage and actively seek guest feedback
To 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
To ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
To improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
To perform Front Desk duties in high demand times

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