Guest Experience Executive

Montcalm EastUnited 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.

Why Join Montcalm CollectionCompetitive salary that reflects your talent, contribution, and potential. Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work. Paid birthday leave, so you can celebrate your special day your way.

We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby. Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.

Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body. Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best. Cycle to Work scheme, supporting a healthier and more sustainable lifestyle. Preferential gym membership rates, helping you maintain your health and vitality.

Continuous learning and development opportunities, from hands-on training to leadership masterclasses—empowering your career growth. Paid volunteering day, giving you the opportunity to support a charity close to your heart. Employee referral programme, rewarding you for bringing great talent into our teams. Complimentary meals on duty in our team restaurant.

Exclusive room rate discounts across the Montcalm Collection. International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences. City-wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more. Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.

Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

Overview

The Guest Experience Executive is the face of Montcalm Collection’s personalized service, ensuring that every guest feels welcomed, valued, and cared for throughout their stay.

Supporting the Guest Experience Manager, this role focuses on anticipating guest needs, curating memorable experiences, and ensuring seamless communication between guests and all hotel departments. With a warm, professional approach, the Guest Experience Executive contributes directly to guest satisfaction, loyalty, and the hotel’s reputation for excellence.

Key Responsibilities

• Welcome and assist guests on arrival, ensuring a seamless check-in experience.
• Provide personalised service, anticipating needs and recognising repeat guests.
• Coordinate with departments to fulfil guest requests and preferences.
• Handle guest queries, feedback, and complaints promptly and courteously.
• Assist with pre-arrival communication and preparation for VIPs and special occasions.
• Maintain accurate and detailed guest profiles within the PMS.Support the Guest Experience Manager in delivering service excellence across all touchpoints.
• Promote hotel facilities, local attractions, and unique experiences.
• Ensure all guest interactions reflect Montcalm Collection’s luxury brand standards.
• 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

• Previous experience in guest relations, front office, or luxury hospitality.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are highly desirable.
• Working Condition Flexible schedule including evenings, weekends, and public holidays.
• Regular interaction with guests in public areas of the hotel.
• Periods of standing and walking required.

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.