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 is looking for a skilled and ambitious Guest Experience
Manager 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
·
Manages day-to-day operations, ensuring the
quality, standards and meeting the expectations of the customers daily.
·
Welcome guests upon arrival and ensure a
smooth check-in process, high visibility around public spaces, especially in
the Front Desk is a must.
·
Provide personalized service to VIPs and
repeat guests, anticipating their needs and preferences.
·
Implements the customer recognition/service
program, communicating and ensuring the process.
·
Schedule and manage the team to ensure
adequate coverage at all times.
·
Handle guest complaints and issues
efficiently, ensuring timely resolution and guest satisfaction.
·
Conduct regular guest interactions to
gather feedback and enhance their stay experience.
·
Coordinate special requests and amenities
for guests, including dining, transportation, and activities.
·
Develops specific goals and plans to prioritize,
organize, and accomplish your work.
·
Provides services that are above and beyond for
customer satisfaction and retention.
·
Maintains a strong working relationship with all
departments to support property operations and goals and to expedite the
resolution of any problems that may arise through the general operation of the
property.
·
Improves service by communicating and assisting
individuals to understand guest needs, providing guidance, feedback, and
individual coaching when needed.
·
Intervenes in any guest/employee situation as
needed to ensure the integrity of the property is maintained, guest
satisfaction is achieved, and employee wellbeing is preserved.
·
Collaborate with other departments to
ensure guest expectations are met or exceeded.
·
Ensure employees understand customer service
expectations and parameters, they feel empowered to provide excellent customer
service.
·
Monitor and maintain guest satisfaction
levels, implementing improvements as necessary.
·
Ensure that all guest data and
preferences are accurately recorded in the hotel’s system.
·
Review daily reports, including guest
arrivals, departures, and special requests.
·
Participates in the development and implementation
of corrective action plans to improve guest satisfaction.
·
Lead, train, and motivate the guest
relations team to deliver exceptional service.
·
Conduct performance evaluations and
provide coaching and development opportunities in own team.
·
Identifies the developmental needs of others and
coaching, mentoring, or otherwise helping others to improve their knowledge or
skills.
Essential Qualifications
·
At least
1-year previous management or supervision 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.
·
Results-oriented
and driven to achieve revenue and performance targets.
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.
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.
Note: If you do not hear from us within 14 days, kindly consider your
application as not shortlisted for this role.
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.