Guest Services Executive

BRAND INTRODUCTION

At
Montcalm Collection, we believe that timeless style and genuine hospitality are
more than just values, they’re a way of life. Our people are the heart of our
hotels: passionate individuals working together as a team, united by an
unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story and within everyone, our team creates unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates
individuality, nurtures potential and upholds the very highest standards of the
art of hospitality.

SCOPE & GENERAL PURPOSE

The Guest Service Executive is responsible for
delivering personalized, attentive, and professional service to all guests
throughout their stay. This role supports the Guest Experience Manager and the
Front Office team in ensuring that every guest interaction reflects the luxury
standards of the Montcalm Collection.

The Guest Service Executive plays a critical role in
creating a seamless guest journey, responding promptly to requests, resolving
minor issues, and enhancing overall guest satisfaction.

COMPETENCIES

1. Guest-Focused
Service

· Provides
exceptional service to all guests, anticipating and responding to their needs.

· Handles
inquiries, requests, and concerns promptly and professionally.

·
Ensures guests feel welcomed, valued, and
well-informed throughout their stay.

2. Communication
& Interpersonal Skills

· Engages
with guests in a courteous, professional, and culturally sensitive manner.

· Maintains
clear and effective communication with team members and other departments.

·
Always represents the Montcalm Collection brand
consistently.

3. Operational
Support

·
Assists in check-in/check-out processes,
reservations, and room allocations.

·
Monitors guest satisfaction and inform the
Guest Experience Manager of any issues.

·
Supports VIP and repeat guest recognition
programs as required.

4. Problem-Solving
& Adaptability

·
Responds calmly to guest concerns, offering
appropriate solutions.

·
Adapts to varying guest expectations and
operational demands.

·
Maintains composure and professionalism in busy
or challenging situations.

5. Team
Collaboration

· Works
closely with Front Office, Guest Experience, and other departments.

· Shares
information and updates to ensure smooth and coordinated operations.

· Supports
colleagues in delivering seamless, luxury guest experiences.

KEY RESPONSIBILIES

·
Welcome guests with warmth and professionalism and
assist with check-in and check-out procedures.

·
Process guest payments, deposits and billing
accurately.

·
Provide information about the hotel, services,
local attractions, and amenities.

·
Respond promptly to guest inquiries, requests,
and concerns.

·
Maintain guest records and ensure accurate
documentation in PMS systems.

·
Support VIP and special guest requirements to
ensure personalised experiences.

·
Handle guest complaints or concerns with
empathy, escalating when required.

·
Assist in monitoring and reporting guest
satisfaction and feedback.

·
Collaborate with internal departments to
resolve operational or service issues.

·
Maintain a visible presence in guest areas,
ensuring proactive engagement.

·
Ensure the reception area is always well
presented and stocked with all necessary supplies.

·
Answer and manage incoming calls, emails and
reservations is professional and efficient manner.

·
Uphold brand standards, including wellness and
sustainability initiatives.

·
Comply with all policies and SOP’s including,
but not limited to GDPR, Health & Safety and Security.

·
Respond to emergency situations calmly and
efficiently, following hotel protocols.

This
job description sets out the main responsibilities related to the role at
Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.

SKILLS & QUALIFICATIONS

·
Previous experience in front office, guest
relations, or customer service in a luxury hotel preferred.

·
Proficiency in hotel management systems (e.g.,
Opera PMS).

·
Strong communication, interpersonal, and
problem-solving skills.

·
Fluency in English; additional languages an
advantage.

WORKING CONDITIONS

·
Flexible schedule including evenings, weekends,
and public holidays.

·
Regular interaction with guests in public areas
of the hotel.

·
Periods of standing and walking required.