Guest Experience Host

MEUDON GUEST EXPERIENCE HOST

Hotel Meudon, Falmouth

Hours:

Full-time, 40 hours per week

Core hours: 12:00pm – 8:00pm

Department:
Guest Experience / Front of House

Reports to:

Hotel Manager

At Hotel Meudon, great hospitality is about how our guests feel before, during and after their stay.

We are looking for a Guest Experience Host to be the friendly, visible face of the hotel from 12pm–8pm, while helping to create a seamless guest journey from the moment a booking is made through to the moment they leave — and beyond.

You will welcome guests, provide concierge support, anticipate their needs, resolve issues, create memorable moments and work across the hotel to ensure nothing is missed.

This is not simply a reception role. It is about owning the guest experience and making every interaction with Meudon feel personal, effortless and genuinely welcoming.

• Support the pre-arrival guest journey through email, telephone and Whats App.

• Respond to guest questions and requests before arrival.

• Provide personalised recommendations and help guests plan their stay.

• Arrange restaurant bookings, taxis, experiences and special requests.

• Identify birthdays, anniversaries, celebrations, accessibility requirements and other special occasions.

• Ensure pre-arrival requests are communicated clearly to the relevant departments.

• Look for opportunities to personalise the guest's arrival before they reach the hotel.

• Be a warm, visible and approachable presence throughout the hotel.

• Welcome arriving guests and help them settle into their stay.

• Check in with guests throughout their visit and anticipate their needs.

• Take ownership of the Meudon Concierge service, including Whats App, telephone and face-to-face requests.

• Provide personal recommendations for Falmouth and Cornwall.

• Assist with restaurant bookings, taxis, activities and local experiences.

• Handle guest concerns and complaints calmly, professionally and personally.

• Take ownership of issues and ensure they are followed through to resolution.

• Create thoughtful touches and look for opportunities to go the extra mile.

• Support Reception during busy periods and assist with luggage and guest requests.

• Complete regular hotel walks and identify anything that could affect the guest experience.

• Follow up on outstanding guest requests or issues.

• Thank guests for staying with us and maintain a personal connection where appropriate.

• Capture meaningful guest feedback and preferences for future stays.

• Ensure important guest information is communicated to the wider team.

• Identify opportunities to encourage guests to return and continue their relationship with Meudon.

• Take ownership of the Meudon Concierge service.

• Become a genuine source of local knowledge for our guests.

• Know the best restaurants, beaches, walks, attractions and experiences in the area.

• Recommend experiences based on individual guests rather than simply providing a list.

• Develop strong knowledge of Hotel Meudon's gardens, Bream Cove and everything available on our doorstep.

• Build relationships with local businesses and experience providers.

The Guest Experience Host is part of the wider hotel team and should be willing to step in wherever needed to support the guest experience.

• Supporting Reception.

• Assisting Food & Beverage during busy periods.

• Supporting Housekeeping with guest requests.

• Assisting with weddings, events and special occasions.

• Helping with luggage and guest movements.

• Preparing guest-facing areas.

• Communicating guest information between departments.

• Helping colleagues when they are under pressure.

• Warm – naturally friendly and approachable.

• Observant –…