Guest Experience 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 Experience Executive is the face of Montcalm
Collection’s personalized service, ensuring that every guest feels welcomed,
valued, and cared for throughout their stay.

Supporting the Guest Experience Manager, this role
focuses on anticipating guest needs, curating memorable experiences, and
ensuring seamless communication between guests and all hotel departments. With
a warm, professional approach, the Guest Experience Executive contributes
directly to guest satisfaction, loyalty, and the hotel’s reputation for
excellence.

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 RESPONSIBILIES

·
Welcome and assist guests on arrival, ensuring
a seamless check-in experience.

·
Provide personalised service, anticipating
needs and recognising repeat guests.

·
Coordinate with departments to fulfil guest
requests and preferences.

·
Handle guest queries, feedback, and complaints
promptly and courteously.

·
Assist with pre-arrival communication and
preparation for VIPs and special occasions.

·
Maintain accurate and detailed guest profiles
within the PMS.

·
Support the Guest Experience Manager in
delivering service excellence across all touchpoints.

·
Promote hotel facilities, local attractions,
and unique experiences.

·
Ensure all guest interactions reflect Montcalm
Collection’s luxury brand standards.

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 guest relations, front
office, or luxury hospitality.

·
Strong knowledge of hotel operations and guest
service standards.

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

·
Fluency in English; additional languages are
highly desirable.

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.