Guest Experience Executive

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 historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. 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 Design Hotels.

Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.

Conscious, cultured, characterful, and considerate, Montcalm Mayfair is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

Overview
Montcalm Mayfair 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.

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 always delivered to all hotel guests.
• 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 daily.
• 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.
• 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.

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.
• Celebrate your special day with a fully paid day off on your birthday.

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

Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide 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, either now or in the future.

Please note
that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.