Montcalm hotel

Guest Relations Executive

20/01/2025
full-time
Apply Now
Deadline date:
£27500 - £27500 / year

Job Description

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 Collection are looking for a skilled and ambitious Guest Relations Executive to join our team. You will play a pivotal role by intervening in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

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

  • To devise, cost and create uniquely memorable experiences for Montcalm guests
  • To ensure that the highest levels of customer care and service are always delivered to all hotel guests.
  • To display excellent social skills in handling all types of people and situations, and high levels of versatility and flexibility in meeting the varied needs and expectations of our guests.
  • To anticipate guest needs and to ensure that expectations are not only consistently met but consistently exceeded.
  • To take responsibility for the daily arrivals list and to prepare the VIP list ensuring that all guest details are correct. To update the VIP, list each morning and liaise with the relevant department regarding VIP, Special Occasions and regular guests.
  • To ensure all VIPs and guest welcome/welcome back cards are printed daily.
  • To update guest profiles with requirements and personal preferences
  • To make bookings for guests as and when required i.e. theatre, restaurant, cars etc 15. To assist with Reception and Front Office Duties at busy and peak times.
  • To promote The Montcalm Royal London House hotel to guests and visitors, contacting the reservations departments and making any advanced bookings for guests as required.
  • Encourage and actively seek guest feedback
  • Carry out any reasonable request by any of the senior management team. Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Ensuring that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
  • Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Performing Front Desk duties in high demand times.

Essential Qualifications

  • At least 1-year previous experience in a similar role
  • Experience in working in similar role within 4- and 5-star hotels in London.
  • Opera knowledge
  • Availability for flexible working schedule
  • Excellent communication, negotiation, and interpersonal skills
  • Ability to handle multiple projects simultaneously.

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

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.

INDHOTEL

Related Jobs

Mandarin oriental hotel group

Guest Relations Executive

09/12/2024
full-time
Apply Now
Deadline date:

Job Description

GUEST RELATIONS EXECUTIVE, FRONT OFFICE


39 hours, 5 days per week

We’re looking for a Guest Relations Executive to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental Hyde Park is London’s most iconic address. It’s another world; a world of oriental luxury and the most attentive service. A world that’s all about our guests.

As a Guest Relations Executive, you will be working on a rotating shift basis, Monday to Sunday, 39 hours a week. Shift patterns will vary from morning and evening shifts (including weekends and bank holidays), so flexibility is required where applicable.

To be successful Guest Relations Executive candidate, you must have excellent communication skills with a high level of verbal and written English. The ability to multitask and competency of Microsoft Office is essential. Prior knowledge with systems is ideal.

As a Guest Relations Executive at Mandarin Oriental Hyde Park, London, you will be responsible for:

  • Offer the warmest of welcomes to all arriving guests and ensure each is personally escorted to their bedroom/suite upon guest registration.
  • Be aware of arrivals and departures to handle guest requests and complaints with specific and personalised attention.
  • Monitor long stay guest reservations, personally reaching out to them post arrival to reconnect and ensure all is well with their stay.
  • Act as a role model for the lobby experience, leading by example at all times.
  • Send updates on guest profiles to Guest Experience team to ensure most accurate and up to date information at all times.

As a Guest Relations Executive, you will be working on a rotating shift basis, Monday to Sunday, 39 hours a week. Shift patterns will vary from morning and evening (including weekends and bank holidays), so flexibility is required where applicable.

To be a successful Guest Relations Executive candidate, you will have previous experience working in a high-end luxury environment in a customer/guest facing role. You will be an excellent communicator, with a proactive approach and an eye for detail.


Our commitment to you:

  • Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
  • MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
  • Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
  • Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
  • Access to discounts and deals with over 500 popular high street retailers, including discounted gym memberships and travel deals
  • 50% F&B & Spa discount on property
  • Special MO discounted rate at Anytime Fitness gyms across the world (£30 per month or £300 per annum)
  • Complimentary Westfield Healthcare cash plan, children added at no extra cost
  • Colleague Experience Stay in-house with breakfast included upon completed probation
  • Friends & Family hotel rate and Spa discount
  • 1 paid Charity Day per year to dedicate to a charity of your choice
  • Season ticket loan & cycle to work scheme
  • £750 recruitment referral bonus
  • Free meals on duty & uniform dry-cleaning services
  • Increased holiday entitlement with Length of Service, up to 33 days off
  • Subsidized podiatry sessions with our incredible Bastien pedicurists
  • Free Life Assurance benefits whilst in service
  • Access to Hospitality Action’s Employee Assistance Programme
  • Employee Recognition Programmes
  • Social, wellbeing, charity, and sporting events throughout the year


SUSTAINABILITY AT MANDARIN ORIENTAL HYDE PARK, LONDON.

Mandarin Oriental Hyde Park, London is a proudly certified Global Sustainable Tourism Council (GSTC) hotel. Corporate responsibility values are deeply ingrained in Mandarin Oriental’s culture, and sustainability implications are carefully considered with every decision across the Group, aligning our sustainable development efforts with the industry criteria set out by the GSTC.

We strive for a better future for the next generation. Protecting the environment, people and communities are the fundamental pillars to which we devote our efforts. We are very proud of the initiatives our colleagues have implemented to help us on the path to achieving our sustainability goals, such as single-use plastic elimination, ethical supply chain and procurement, community and colleague engagement, technology practices and waste reduction. We are committed to doing the right thing, every day.


DIVERSITY & INCLUSION.

We believe a diverse and inclusive culture is better for everyone. Bringing individuals together is essential to the long-term success of our people, our business and the societies and economies in which we operate.

All colleagues, regardless of ethnicity, gender, age, sexual orientation, disability, background or religion, should be treated fairly and with respect, should be given equal opportunities, and be valued for the contributions they make in their roles. No form of bullying, intimidation, discrimination or harassment of others will be tolerated.

ELIGIBILITY TO WORK IN THE UK.

Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.


We’re Fans. Are you?

Related Jobs