Join to apply for the Assistant Guest Experience Manager role at Montcalm East, Autograph Collection
Montcalm East, an Autograph Collection Hotel, with pioneering architecture and a bold approach to life, reflects the creative spirit of its Shoreditch setting. Old Street Tube station is just a few steps away.
Overview
Montcalm East is looking for a skilled and ambitious Assistant Guest Experience Manager to join our team. You will intervene in guest/employee situations as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
Help 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, delivering service and product standards with a high degree of customer care.
Key Responsibilities
* Assist managing day-to-day operations, ensuring quality standards and meeting customer expectations daily.
* Collaborate with the guest experience manager on daily tasks such as team recruitment, appraisals, training and onboarding among others.
* Welcome guests upon arrival and ensure a smooth check-in process, with high visibility around public spaces, especially at the Front Desk.
* Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences.
* Implement the customer recognition/service program, communicating and ensuring the process.
* Support scheduling and management of 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.
* Encourage guest experience team engagement and interaction.
* Coordinate special requests and amenities for guests, including dining, transportation, and activities, together with the team.
* Develop specific goals and plans to prioritize, organize, and accomplish work.
* Provide services that are above and beyond for customer satisfaction and retention.
* Maintain strong working relationships with all departments to support property operations and goals and to expedite resolution of problems.
* Improve service by guiding individuals to understand guest needs and providing coaching when needed.
* Intervene in any guest/employee situation as needed to ensure property integrity, guest satisfaction and employee well-being.
* Collaborate with other departments to ensure guest expectations are met or exceeded.
* Ensure employees understand customer service expectations and feel empowered to provide excellent 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.
* Participate 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 within the team.
* Identify developmental needs of others and provide coaching, mentoring, or other support to improve knowledge or skills.
Essential Qualifications
* At least 1-year previous management or supervision in a similar role. Marriott experience is preferable.
* Experience in working in a similar role within 4- and 5-star hotels in London.
* Opera knowledge
* Availability for a 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.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior written agreement from our Head of Human Resources will be considered the property of the company.
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