Montcalm East
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 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.
Montcalm East, an Autograph Collection Hotel, with
pioneering architecture and a bold approach to life, the hotel reflects the
creative spirit of its Shoreditch setting. With a prime position on City Road
in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old
Street Tube station is just a few steps away.
Overview
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.
Responsibilities
·
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 and 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.
Benefits
* Competitive salary.
* A supportive, empowering team environment.
* Benefits platform with various discounts.
* 28 holidays including eight bank holidays, with
more holidays after two-year service.
* Cash-back health benefits, including optical,
dental, chiropractor and physio services.
* Discounted gym membership.
* Access to Wellbeing platform and sessions,
including EAP.
* Awards and Recognition Programme.
* Annual parties.
* Regular and ongoing training and development,
including leadership workshops.
* Enjoy a paid day off to celebrate your birthday –
because your special day matters!
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.