Montcalm Royal London House

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 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.

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.

Why Join Montcalm Collection

• 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.
• 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.

Overview

The role is responsible for delivering a warm, professional, and seamless guest experience from arrival to departure. Acting as a key ambassador of the hotel, the position focuses on welcoming guests, handling and storing luggage with care, and providing knowledgeable assistance on hotel services and local attractions. The role requires close coordination with front desk, housekeeping, and concierge teams to ensure smooth guest journeys, while consistently upholding luxury service standards, safety procedures, and a high level of professionalism. The successful individual will demonstrate exceptional customer service, attention to detail, and a genuine passion for hospitality, ensuring every guest interaction exceeds expectations.

Responsibilities

• Greet guests warmly upon arrival and assist with the unloading of luggage from vehicles.
• Escort guests to their rooms while providing information about the hotel’s amenities and services.
• Handle guest luggage with care and ensure it is delivered promptly to the correct rooms.
• Tag and store luggage securely in the designated area, ensuring proper labelling for easy retrieval.
• Assist guests with storing luggage before check-in or after check-out.
• Support guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.
• Coordinate with other departments (housekeeping, front desk) to ensure luggage is delivered or picked up efficiently.
• Be knowledgeable of in-house facilities and services and promote them in proactive manner.
• Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences. Stay informed about the latest events and activities in the area.
• Assist guests with booking transportation, arranging local tours, or other concierge services.
• Respond to guest inquiries and requests promptly and courteously.
• Communicate effectively with the front desk and other departments to manage guest arrivals and departures smoothly.
• Report any guest preferences, special requests, or issues to the Head Concierge or relevant department.
• Uphold the hotel’s standards of service excellence and professionalism in all interactions.
• Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.
• Ensure that the hotel lobby, entrance, and luggage storage areas are clean, organized, and presentable at all times.
• Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.
• Adhere to health and safety regulations and security procedures in luggage handling.
• Respond to emergency situations calmly and efficiently, following hotel protocols.

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 and Qualifications

• Minimum of 1 year of experience in a similar role is desired.
• Excellent communication and interpersonal skills.
• Exceptional customer service orientation with a commitment to exceeding guest expectations.
• 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.
• High level of professionalism, discretion and integrity.
• Fluency in multiple languages is a plus.

Working Conditions

• Full-time position with flexibility for weekends and evenings.
• Direct guest-facing role in hotel lobby and public spaces.
• Extended periods of standing, walking.
• Must be able to lift up to 30kg (guest luggage assistance).

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.

Montcalm Royal London House

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 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.

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.

Why Join Montcalm Collection

• 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.
• 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.

Overview

The role is responsible for delivering a warm, professional, and seamless guest experience from arrival to departure. Acting as a key ambassador of the hotel, the position focuses on welcoming guests, handling and storing luggage with care, and providing knowledgeable assistance on hotel services and local attractions. The role requires close coordination with front desk, housekeeping, and concierge teams to ensure smooth guest journeys, while consistently upholding luxury service standards, safety procedures, and a high level of professionalism. The successful individual will demonstrate exceptional customer service, attention to detail, and a genuine passion for hospitality, ensuring every guest interaction exceeds expectations.

Responsibilities

• Greet guests warmly upon arrival and assist with the unloading of luggage from vehicles.
• Escort guests to their rooms while providing information about the hotel’s amenities and services.
• Handle guest luggage with care and ensure it is delivered promptly to the correct rooms.
• Tag and store luggage securely in the designated area, ensuring proper labelling for easy retrieval.
• Assist guests with storing luggage before check-in or after check-out.
• Support guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.
• Coordinate with other departments (housekeeping, front desk) to ensure luggage is delivered or picked up efficiently.
• Be knowledgeable of in-house facilities and services and promote them in proactive manner.
• Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences. Stay informed about the latest events and activities in the area.
• Assist guests with booking transportation, arranging local tours, or other concierge services.
• Respond to guest inquiries and requests promptly and courteously.
• Communicate effectively with the front desk and other departments to manage guest arrivals and departures smoothly.
• Report any guest preferences, special requests, or issues to the Head Concierge or relevant department.
• Uphold the hotel’s standards of service excellence and professionalism in all interactions.
• Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.
• Ensure that the hotel lobby, entrance, and luggage storage areas are clean, organized, and presentable at all times.
• Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.
• Adhere to health and safety regulations and security procedures in luggage handling.
• Respond to emergency situations calmly and efficiently, following hotel protocols.

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 and Qualifications

• Minimum of 1 year of experience in a similar role is desired.
• Excellent communication and interpersonal skills.
• Exceptional customer service orientation with a commitment to exceeding guest expectations.
• 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.
• High level of professionalism, discretion and integrity.
• Fluency in multiple languages is a plus.

Working Conditions

• Full-time position with flexibility for weekends and evenings.
• Direct guest-facing role in hotel lobby and public spaces.
• Extended periods of standing, walking.
• Must be able to lift up to 30kg (guest luggage assistance).

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.