• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
• Paid birthday leave, so you can celebrate your special day your way.
• We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
• Cycle to Work scheme, supporting a healthier and more sustainable lifestyle.
• Preferential gym membership rates, helping you maintain your health and vitality.
• Continuous learning and development opportunities, from hands-on training to leadership masterclasses—empowering your career growth.
• Paid volunteering day, giving you the opportunity to support a charity close to your heart.
• Employee referral programme, rewarding you for bringing great talent into our teams.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
• City-wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
• Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
• Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

The Guest Experience Manager is responsible for curating and delivering personalized, memorable experiences for all guests throughout their stay. This role ensures that every touchpoint of the guest journey — from pre-arrival to departure — reflects the luxury standards of the Montcalm Collection.

Working closely with the Front Office Manager and other department heads, the Guest Experience Manager anticipates guest needs, resolves issues with discretion, and drives a culture of exceptional service. The role is pivotal in maintaining the hotel’s reputation for excellence, enhancing guest loyalty, and embedding the brand’s wellness and sustainability ethos in every interaction.

• Act as the primary point of contact for guest relations throughout the stay.
• Supervise Guest Experience and Guest Relations Executives to ensure service excellence and front office support in day-to-day operations.
• Ensure all VIPs, repeat guests, and special occasions receive personalised recognition.
• Handle guest feedback and complaints efficiently, ensuring prompt resolutions.
• 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 maintained.
• Oversee the pre-arrival process, ensuring guest preferences are anticipated and delivered.
• Liaise with all operational departments to guarantee seamless service delivery.
• Monitor guest satisfaction scores and identify opportunities for improvement.
• Maintains strong working relationships with all departments to support property operations and goals and to expedite the resolution of problems.
• Maintain accurate guest profiles and records to support loyalty and repeat business.
• Assist in management any potential book-outs from and to our property.
• Develop and maintain partnerships with local suppliers and cultural organisations.
• Recruit, train and develop team members. Ensure employees understand customer service expectations and parameters and that they feel empowered to provide excellent guest service.
• Conduct performance evaluations and provide coaching and mentoring in identified areas.
• Implement the customer recognition / service program.
• Manage team schedule to ensure adequate cover at all times.
• Promote the hotel’s wellness and sustainability ethos within all guest interactions.
• Document and share guest feedback to enable improvement and training in identified areas.

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. 

• Exemplary customer service skills.
• Ability to manage the team to achieve service excellence.
• Bachelor’s degree in hospitality management or related field (or equivalent experience).
• Proven experience in guest relations, front office, or luxury hospitality.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English required; additional languages preferred

• Flexible schedule including evenings, weekends, and public holidays.
• Regular interaction with guests in all public areas of the hotel.
• Periods of standing and walking required

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.

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.

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
• Paid birthday leave, so you can celebrate your special day your way.
• We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
• Cycle to Work scheme, supporting a healthier and more sustainable lifestyle.
• Preferential gym membership rates, helping you maintain your health and vitality.
• Continuous learning and development opportunities, from hands-on training to leadership masterclasses—empowering your career growth.
• Paid volunteering day, giving you the opportunity to support a charity close to your heart.
• Employee referral programme, rewarding you for bringing great talent into our teams.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
• City-wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
• Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
• Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

The Guest Experience Manager is responsible for curating and delivering personalized, memorable experiences for all guests throughout their stay. This role ensures that every touchpoint of the guest journey — from pre-arrival to departure — reflects the luxury standards of the Montcalm Collection.

Working closely with the Front Office Manager and other department heads, the Guest Experience Manager anticipates guest needs, resolves issues with discretion, and drives a culture of exceptional service. The role is pivotal in maintaining the hotel’s reputation for excellence, enhancing guest loyalty, and embedding the brand’s wellness and sustainability ethos in every interaction.

• Act as the primary point of contact for guest relations throughout the stay.
• Supervise Guest Experience and Guest Relations Executives to ensure service excellence and front office support in day-to-day operations.
• Ensure all VIPs, repeat guests, and special occasions receive personalised recognition.
• Handle guest feedback and complaints efficiently, ensuring prompt resolutions.
• 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 maintained.
• Oversee the pre-arrival process, ensuring guest preferences are anticipated and delivered.
• Liaise with all operational departments to guarantee seamless service delivery.
• Monitor guest satisfaction scores and identify opportunities for improvement.
• Maintains strong working relationships with all departments to support property operations and goals and to expedite the resolution of problems.
• Maintain accurate guest profiles and records to support loyalty and repeat business.
• Assist in management any potential book-outs from and to our property.
• Develop and maintain partnerships with local suppliers and cultural organisations.
• Recruit, train and develop team members. Ensure employees understand customer service expectations and parameters and that they feel empowered to provide excellent guest service.
• Conduct performance evaluations and provide coaching and mentoring in identified areas.
• Implement the customer recognition / service program.
• Manage team schedule to ensure adequate cover at all times.
• Promote the hotel’s wellness and sustainability ethos within all guest interactions.
• Document and share guest feedback to enable improvement and training in identified areas.

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. 

• Exemplary customer service skills.
• Ability to manage the team to achieve service excellence.
• Bachelor’s degree in hospitality management or related field (or equivalent experience).
• Proven experience in guest relations, front office, or luxury hospitality.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English required; additional languages preferred

• Flexible schedule including evenings, weekends, and public holidays.
• Regular interaction with guests in all public areas of the hotel.
• Periods of standing and walking required

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.

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.