Montcalm Mayfair
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
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.