Guest Experience Executive

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests.

While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality.

Delivering exceptional guest experiences by ensuring the timely preparation,

presentation and delivery of guest amenities, while supporting the daily operations of

the Guest Experience department.

The role is primarily focused on the coordination and delivery of in-room amenities, with

additional responsibilities in guest engagement, room personalization, stock

management and general departmental support.

The successful candidate will demonstrate excellent attention to detail, strong

organizational skills and a genuine passion for hospitality, ensuring that every guest

touchpoint reflects the hotel's luxury service standards.

• Provides personalised, attentive service that exceeds expectations.
• Anticipates guest needs and responds promptly with discretion.
• Delivers memorable experiences that reflect the luxury standards of Montcalm Collection.

• Builds natural rapport with guests, ensuring a professional and culturally aware approach.
• Acts as a brand ambassador, representing the hotel with confidence and courtesy.
• Liaises effectively with colleagues to guarantee smooth guest journeys.

• Assists with pre-arrival arrangements and coordinates special requests.
• Supports the recognition and care of VIPs and repeat guests.
• Ensures guest profiles are kept accurate and updated for future visits.

• Handles guest concerns with empathy, efficiency, and professionalism.
• Escalates issues appropriately while maintaining guest satisfaction.
• Demonstrates composure in fast-paced or high-pressure situations.

• Embraces new ideas, trends, and technologies in guest service.
• Suggests enhancements to elevate the guest journey.
• Supports the integration of wellness and sustainability into daily guest interactions.

• Prepare, organise and deliver guest amenities to rooms in accordance with the hotel's standards and guest preferences.
• Ensure all amenities are presented to the highest standard, with particular attention to quality, cleanliness and presentation.
• Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front Office teams to ensure the timely delivery of amenities.
• Review daily amenity requirements, including VIP arrivals, special occasions, celebrations and personalised guest requests.
• Maintain accurate records of amenity deliveries and communicate any delays, discrepancies or issues to the Guest Experience team.
• Ensure all amenity equipment, presentation materials and supplies are properly maintained, organised and replenished.
• Assist with the collection and return of amenity equipment when required.

• Assist with welcoming and greeting guests in the lobby, providing a warm,
• professional and personalised service.
• Prepare handwritten welcome cards, celebration messages and other
• personalised guest correspondence.
• Assist with room decorations and special arrangements for birthdays,
• anniversaries, honeymoons and other celebrations.
• Support the preparation and coordination of amenity report, special guest
• requests and personalised experiences.
• Assist with stock counts, inventory management and replenishment of
• departmental supplies, including amenities, stationery, packaging and
• decorative materials.
• Maintain the organisation, cleanliness and presentation of Guest Experience
• storage and preparation areas.
• Support the Guest Experience team with daily administrative and operational
• tasks as required.
• Communicate relevant guest…