Guest Experience Assistant

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

Delivering exceptional guest experiences by
ensuring the timely preparation,

presentation and delivery of guest amenities,
while supporting the daily operations of

the Guest Experience department.

The role is primarily focused on the
coordination and delivery of in-room amenities, with

additional responsibilities in guest
engagement, room personalization, stock

management and general departmental support.

The successful candidate will demonstrate
excellent attention to detail, strong

organizational skills and a genuine passion
for hospitality, ensuring that every guest

touchpoint reflects the hotel's luxury service
standards.

COMPETENCIES

1.
Guest-Centric Service

·
Provides
personalised, attentive service that exceeds expectations.

·
Anticipates guest
needs and responds promptly with discretion.

·
Delivers memorable
experiences that reflect the luxury standards of Montcalm Collection.

2.
Communication &
Presentation

·
Builds natural
rapport with guests, ensuring a professional and culturally aware approach.

·
Acts as a brand
ambassador, representing the hotel with confidence and courtesy.

·
Liaises effectively
with colleagues to guarantee smooth guest journeys.

3.
Operational
Excellence

·
Assists with
pre-arrival arrangements and coordinates special requests.

·
Supports the
recognition and care of VIPs and repeat guests.

·
Ensures guest
profiles are kept accurate and updated for future visits.

4.
Problem-Solving &
Discretion

· Handles guest concerns with empathy, efficiency, and
professionalism.

· Escalates issues appropriately while maintaining
guest satisfaction.

· Demonstrates composure in fast-paced or
high-pressure situations.

5.
Innovation &
Continuous Improvement

· Embraces new ideas, trends, and technologies in
guest service.

· Suggests enhancements to elevate the guest journey.

· Supports the integration of wellness and
sustainability into daily guest interactions.

Key Responsibilities

.Guest Amenities
Preparation & Delivery

·
Prepare, organise and
deliver guest amenities to rooms in accordance with the hotel's standards and
guest preferences.

·
Ensure all amenities
are presented to the highest standard, with particular attention to quality,
cleanliness and presentation.

·
Coordinate with the
Guest Experience team, Kitchen, Housekeeping and Front Office teams to ensure
the timely delivery of amenities.

·
Review daily amenity
requirements, including VIP arrivals, special occasions, celebrations and
personalised guest requests.

· Maintain accurate
records of amenity deliveries and communicate any delays, discrepancies or
issues to the Guest Experience team.

·
Ensure all amenity
equipment, presentation materials and supplies are properly maintained,
organised and replenished.

·
Assist with the
collection and return of amenity equipment when required.

2.Guest Experience
& Personalisation

·
Assist with welcoming
and greeting guests in the lobby, providing a warm,

·
professional and
personalised service.

·
Prepare handwritten
welcome cards, celebration messages and other

·
personalised guest
correspondence.

·
Assist with room
decorations and special arrangements for birthdays,

·
anniversaries,
honeymoons and other celebrations.

·
Support the
preparation and coordination of amenity report, special guest

·
requests and
personalised experiences.

·
Assist with stock
counts, inventory management and replenishment of

· departmental supplies, including amenities,
stationery, packaging and

·
decorative materials.

·
Maintain the
organisation, cleanliness and presentation of Guest Experience

·
storage and
preparation areas.

·
Support the Guest
Experience team with daily administrative and operational

·
tasks as required.

·
Communicate relevant
guest preferences, requests and observations to the

·
Guest Experience team
to ensure a seamless guest journey.

·
Provide additional
assistance during busy periods and support other

·
departments when
operationally required.

KEY RESPONSIBILIES

1.Guest Amenities Preparation & Delivery

• Prepare, organize and deliver guest amenities to rooms in accordance
with the

hotel's standards and guest preferences.

• Ensure all amenities are presented to the highest standard, with
particular

attention to quality, cleanliness and presentation.

• Coordinate with the Guest Experience team, Kitchen, Housekeeping and
Front

Office teams to ensure the timely delivery of amenities.

• Review daily amenity requirements, including VIP arrivals, special
occasions,

celebrations and personalized guest requests.

• Maintain accurate records of amenity deliveries and communicate any
delays,

discrepancies or issues to the Guest Experience team.

• Ensure all amenity equipment, presentation materials and supplies are
properly

maintained, organized and replenished.

• Assist with the collection and return of amenity equipment when
required.

2.Guest Experience & Personalization

• Assist with welcoming and greeting guests in the lobby, providing a
warm,

professional and personalized service.

• Prepare handwritten welcome cards, celebration messages and other

personalized guest correspondence.

• Assist with room decorations and special arrangements for birthdays,

anniversaries, honeymoons and other celebrations.

• Support the preparation and coordination of amenity report, special
guest

requests and personalized experiences.

• Assist with stock counts, inventory management and replenishment of

departmental supplies, including amenities, stationery, packaging and

decorative materials.

• Maintain the organization, cleanliness and presentation of Guest
Experience

storage and preparation areas.

• Support the Guest Experience team with daily administrative and
operational

tasks as required.

• Communicate relevant guest preferences, requests and observations to
the

Guest Experience team to ensure a seamless guest journey.

• Provide additional assistance during busy periods and support other

departments when operationally required

SKILLS & QUALIFICATIONS

• Excellent attention to detail and a strong sense of presentation.

• Good organizational and time-management skills, with the ability to
prioritise

multiple tasks.

• A proactive, reliable and hands-on approach to work.

• Good communication and interpersonal skills.

• A positive attitude and willingness to support the wider team.

• Ability to work independently and efficiently in a fast-paced hotel
environment.

• Flexibility to adapt to changing operational requirements.

• A genuine interest in luxury hospitality and creating memorable guest

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.