About Montcalm Collection

United 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 historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. 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.

Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.

Conscious, cultured, characterful, and considerate, Montcalm Marble Arch is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

Overview

Montcalm Marble Arch is looking for a skilled and ambitious Night Receptionist to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.

Help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Key Responsibilities

• Greet all guests with a warm and welcoming demeanour upon arrival, ensuring a seamless and efficient process.

• Efficiently handle the check-in and check-out process, ensuring accuracy in guest billing.

• Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities.

• Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences.

• Address guest inquiries, requests and concerns promptly, with a focus on exceeding guest expectations.

• Offer personalized recommendations for local dining, attractions, and services, tailored to guest preferences.

• Coordinate special requests and amenities for the guest, including room upgrades, special occasions, VIP services, dining, transportation.

• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.

• Conduct regular guest interactions to gather feedback and enhance their stay experience.

• Maintain clear and effective communication with other hotel departments (housekeeping, concierge, room service) to ensure guest needs are met.

• Answer and manage incoming calls, emails, and reservations, ensuring all communication is handled professionally and efficiently.

• Manage the front desk area, ensuring it remains clean, organized, and fully stocked with necessary supplies.

• Accurately process payments and ensure the security of guest information.

• Update guest records and maintain the confidentiality of all guest information.

• Monitor the security of the hotel during the night shift, ensure all entry points are secure.

• Respond to emergency situations calmly and efficiently, following hotel protocols to ensure the safety of guests and staff.

• Assist Night Manager with property walks to ensure safety and cleanliness standards are maintained.

• Balance daily financial transactions and complete the night audit report.

• Prepare and distribute daily reports to the relevant departments.

This job description is designed to outline primary duties and conditions related to the Receptionist position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.

Key Attributes

• High attention to detail and commitment to a luxury quality service,

• A friendly and approachable attitude with a genuine passion for hospitality.

• Impeccable grooming and presentation standards,

• Ability to work under pressure and handle challenging situations with grace.

• Flexibility to adapt to changing guest needs and preferences.

• Problem-solving skills with a focus on guest satisfaction.

• Strong organisational skills and multitasking abilities.

• Exceptional customer service skills with a passion for delivering a luxury guest experience.

• Excellent communication, problem-solving, and organizational skills.

• High level of professionalism, discretion and integrity.

• Fluency in multiple languages is a plus.

Working Conditions

• Must be available to work overnight shifts, including weekends and holidays.

• Physical demands such as being on the feet for long periods of time and manual handling.

Essential Qualifications

• High school diploma or equivalent required, a degree in hospitality or a related field is preferred.

• Previous experience in a luxury hotel or similar environment is preferred.

• Experience with hotel management software (PMS) is an advantage.

Benefits

• Competitive salary.

• A supportive, empowering team environment.

• Benefits platform with various discounts.

• 28 holidays including eight bank holidays, with more holidays after two-year service.

• Cash-back health benefits, including optical, dental, chiropractor and physio services.

• Discounted gym membership.

• Access to Wellbeing platform and sessions, including EAP.

• Awards and Recognition Programme.

• Annual parties.

• Regular and ongoing training and development, including leadership workshops.

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.