Montcalm Brewery 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. Discover Montcalm Brewery: a historic brewery transformed into a luxury hotel in the heart of the city. Featuring artful interiors, modern British dining, and a sleek fitness suite. Indulge in seasonal cuisine at The Jugged Hare, explore iconic landmarks nearby, and enjoy 235 elegant rooms and suites. Blending history and modernity seamlessly, a storied past with a touch of contemporary luxury. Overview The role is responsible for delivering a warm, professional, and seamless guest experience from arrival to departure. Acting as a key ambassador of the hotel, the position focuses on welcoming guests, handling and storing luggage with care, and providing knowledgeable assistance on hotel services and local attractions. The role requires close coordination with front desk, housekeeping, and concierge teams to ensure smooth guest journeys, while consistently upholding luxury service standards, safety procedures, and a high level of professionalism. The successful individual will demonstrate exceptional customer service, attention to detail, and a genuine passion for hospitality, ensuring every guest interaction exceeds expectations. Key Responsibilites ·Greet guests warmly upon arrival and assist with the unloading of luggage from vehicles. ·Escort guests to their rooms while providing information about the hotel’s amenities and services. ·Handle guest luggage with care and ensure it is delivered promptly to the correct rooms. ·Tag and store luggage securely in the designated area, ensuring proper labelling for easy retrieval. ·Assist guests with storing luggage before check-in or after check-out. ·Support guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences. ·Coordinate with other departments (housekeeping, front desk) to ensure luggage is delivered or picked up efficiently. ·Be knowledgeable of in-house facilities and services and promote them in proactive manner. ·Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences. Stay informed about the latest events and activities in the area. ·Assist guests with booking transportation, arranging local tours, or other concierge services. ·Respond to guest inquiries and requests promptly and courteously. ·Communicate effectively with the front desk and other departments to manage guest arrivals and departures smoothly. ·Report any guest preferences, special requests, or issues to the Head Concierge or relevant department. ·Uphold the hotel’s standards of service excellence and professionalism in all interactions. ·Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently. ·Ensure that the hotel lobby, entrance, and luggage storage areas are clean, organized, and presentable at all times. ·Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business. ·Adhere to health and safety regulations and security procedures in luggage handling. ·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 & Qualifications ·Minimum of 1 year of experience in a similar role is desired. ·Excellent communication and interpersonal skills. ·Exceptional customer service orientation with a commitment to exceeding guest expectations. ·High attention to detail and commitment to a luxury quality service, ·A friendly and approachable attitude with a genuine passion for hospitality. ·Impeccable grooming and presentation standards ·Ability to work under pressure and handle challenging situations with grace. ·Flexibility to adapt to changing guest needs and preferences. ·Problem-solving skills with a focus on guest satisfaction. ·Strong organisational skills and multitasking abilities. ·Exceptional customer service skills with a passion for delivering a luxury guest experience. ·High level of professionalism, discretion and integrity. · Fluency in multiple languages is a plus. Working Condition ·Full-time position with flexibility for weekends and evenings. ·Direct guest-facing role in hotel lobby and public spaces. ·Extended periods of standing, walking. ·Must be able to lift up to 30kg (guest luggage assistance). 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.