Guest Experience Assistant

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…