Montcalm Royal London House
United by timeless style and peerless service, Montcalm Collection is Londons 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 citys story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A property with a bold new perspective at Montcalm East, part of Marriotts Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queens Gardens, both part of Design Hotels.
A coveted retreat in the heart of the city Montcalm Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.
Overview
Montcalm Marble Arch is looking for a skilled and ambitiousGuest Relations Managerto 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 Collections 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
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
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 personalized service to VIPs and repeat guests, anticipating their needs and preferences.
Implements the customer recognition/service program, communicating and ensuring the process.
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.
Coordinate special requests and amenities for guests, including dining, transportation, and activities.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Provides services that are above and beyond for customer 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 customer service.
Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
Ensure that all guest data and preferences are accurately recorded in the hotels system.
Review daily reports, including guest arrivals, departures, and special requests.
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.
Essential Qualifications
At least 1-year previous management or supervision 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.
Results-oriented and driven to achieve revenue and performance targets.
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.
AMRT1_UKCT