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.Overview The Assistant Guest Experience
Manager supports the delivery of an exceptional and personalised guest journey
across the hotel. This role acts as a key liaison between guests and internal
teams, ensuring service excellence, prompt resolution of issues, and a
consistently high standard of guest satisfaction.
The Assistant Guest Experience
Manager intervenes in guest and colleague situations as needed, upholding the
brand’s service ethos while maintaining operational integrity.
The Assistant Guest Experience
Manager supports guest relations strategy, departmental training, and the
implementation of initiatives that enhance the overall guest experience in a
luxury hospitality environment.
The Assistant Guest Experience
Manager ensures standards are maintained on the floor, leads by example in
guest engagement, and takes ownership of service recovery when required.
KEY RESPONSIBILIES
Assist
managing day-to-day operations, ensuring the quality, standards and
meeting the expectations of the customers daily.
Collaborate
with guest experience manager on daily tasks such as team recruitment,
team appraisals, team training and onboarding amongst other.
Welcome
guests upon arrival and ensure a smooth check-in process, high visibility
around public spaces, especially in the Front Desk is a must.
Provide
personalised service to VIPs and repeat guests, anticipating their needs
and preferences.
Deal
with any potential book-out from and to our property.
Implements
the customer recognition/service program.
Support,
schedule and manage 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 interaction and engagement with our guests.
Together
with the team, coordinate special requests and amenities for guests,
including dining, transportation, and activities.
Develops
specific goals and plans to prioritise, organise, and accomplish your
work.
Provides
services that are above and beyond for guest satisfaction and retention.
Maintains
a strong working relationship with all departments to support property
operations and goals and to expedite the resolution of any problems that
may arise through the general operation of the property.
Improves
service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.
Intervenes
in any guest/employee situation as needed to ensure the integrity of the
property is maintained, guest satisfaction is achieved, and employee
wellbeing is preserved.Collaborate
with other departments to ensure guest expectations are met or exceeded.
Ensure
employees understand customer service expectations and parameters, they
feel empowered to provide excellent guest 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.
Monitor
guest satisfaction levels and suggest improvements.
Participates
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
in own team.
Identifies
the developmental needs of others and coaching, mentoring, or otherwise
helping others to improve their knowledge or skills.
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
At
least 1-year previous management or supervision in a similar role.
Marriott experience is preferable.
Experience
in working in similar role within 4- and 5-star hotels in London.
Opera
knowledge.
Excellent
communication, negotiation, and interpersonal skills.
Ability
to handle multiple projects simultaneously.
Results-oriented
and driven to achieve revenue and performance targets.
WORKING CONDITIONS
· Fast-paced environment.
· Extended periods of standing or walking may be
necessary.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.· Celebrate your special day with a fully paid day off on your birthday.
EligibilityCandidates
must be authorised to live and work in the UK. Currently, visa sponsorship is
not available for this role.
Equal
Opportunity EmployerAt 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.
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