Guest Experience Assistant

 BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests.

While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality.

 SCOPE & GENERAL PURPOSE

Delivering exceptional guest experiences by ensuring the timely preparation,

presentation and delivery of guest amenities, while supporting the daily operations of

the Guest Experience department.

The role is primarily focused on the coordination and delivery of in-room amenities, with

additional responsibilities in guest engagement, room personalization, stock

management and general departmental support.

The successful candidate will demonstrate excellent attention to detail, strong

organizational skills and a genuine passion for hospitality, ensuring that every guest

touchpoint reflects the hotel's luxury service standards.

COMPETENCIES

1.    Guest-Centric Service

·       Provides personalised, attentive service that exceeds expectations.

·       Anticipates guest needs and responds promptly with discretion.

·       Delivers memorable experiences that reflect the luxury standards of Montcalm Collection.

2.    Communication & Presentation

·       Builds natural rapport with guests, ensuring a professional and culturally aware approach.

·       Acts as a brand ambassador, representing the hotel with confidence and courtesy.

·       Liaises effectively with colleagues to guarantee smooth guest journeys.

 3.    Operational Excellence

·       Assists with pre-arrival arrangements and coordinates special requests.

·       Supports the recognition and care of VIPs and repeat guests.

·       Ensures guest profiles are kept accurate and updated for future visits.

4.    Problem-Solving & Discretion

·       Handles guest concerns with empathy, efficiency, and professionalism.

·       Escalates issues appropriately while maintaining guest satisfaction.

·       Demonstrates composure in fast-paced or high-pressure situations.

5.    Innovation & Continuous Improvement

·       Embraces new ideas, trends, and technologies in guest service.

·       Suggests enhancements to elevate the guest journey.

·       Supports the integration of wellness and sustainability into daily guest interactions.

 Key Responsibilities

 .Guest Amenities Preparation & Delivery

 ·   Prepare, organise and deliver guest amenities to rooms in accordance with the hotel's standards and guest preferences.

 ·   Ensure all amenities are presented to the highest standard, with particular attention to quality, cleanliness and presentation.

 ·   Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front Office teams to ensure the timely delivery of amenities.

 ·   Review daily amenity requirements, including VIP arrivals, special occasions, celebrations and personalised guest requests.

 · Maintain accurate records of amenity deliveries and communicate any delays, discrepancies or issues to the Guest Experience team.

·   Ensure all amenity equipment, presentation materials and supplies are properly maintained, organised and replenished.

 ·   Assist with the collection and return of amenity equipment when required.

  2.Guest Experience & Personalisation

 ·   Assist with welcoming and greeting guests in the lobby, providing a warm,

·   professional and personalised service.

 ·   Prepare handwritten welcome cards, celebration messages and other

·   personalised guest correspondence.

 ·   Assist with room decorations and special arrangements for birthdays,

·   anniversaries, honeymoons and other celebrations.

 ·   Support the preparation and coordination of amenity report, special guest

·   requests and personalised experiences.

 ·   Assist with stock counts, inventory management and replenishment of

·   departmental supplies, including amenities, stationery, packaging and

·   decorative materials.

 ·   Maintain the organisation, cleanliness and presentation of Guest Experience

·   storage and preparation areas.

 ·   Support the Guest Experience team with daily administrative and operational

·   tasks as required.

 ·   Communicate relevant guest preferences, requests and observations to the

·   Guest Experience team to ensure a seamless guest journey.

 ·   Provide additional assistance during busy periods and support other

·   departments when operationally required.

 KEY RESPONSIBILIES

 1.Guest Amenities Preparation & Delivery

 • Prepare, organize and deliver guest amenities to rooms in accordance with the

hotel's standards and guest preferences.

• Ensure all amenities are presented to the highest standard, with particular

attention to quality, cleanliness and presentation.

• Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front

Office teams to ensure the timely delivery of amenities.

• Review daily amenity requirements, including VIP arrivals, special occasions,

celebrations and personalized guest requests.

• Maintain accurate records of amenity deliveries and communicate any delays,

discrepancies or issues to the Guest Experience team.

• Ensure all amenity equipment, presentation materials and supplies are properly

maintained, organized and replenished.

• Assist with the collection and return of amenity equipment when required.

 2.Guest Experience & Personalization

 • Assist with welcoming and greeting guests in the lobby, providing a warm,

professional and personalized service.

• Prepare handwritten welcome cards, celebration messages and other

personalized guest correspondence.

• Assist with room decorations and special arrangements for birthdays,

anniversaries, honeymoons and other celebrations.

• Support the preparation and coordination of amenity report, special guest

requests and personalized experiences.

• Assist with stock counts, inventory management and replenishment of

departmental supplies, including amenities, stationery, packaging and

decorative materials.

• Maintain the organization, cleanliness and presentation of Guest Experience

storage and preparation areas.

• Support the Guest Experience team with daily administrative and operational

tasks as required.

• Communicate relevant guest preferences, requests and observations to the

Guest Experience team to ensure a seamless guest journey.

• Provide additional assistance during busy periods and support other

departments when operationally required

 SKILLS & QUALIFICATIONS

 • Excellent attention to detail and a strong sense of presentation.

• Good organizational and time-management skills, with the ability to prioritise

multiple tasks.

• A proactive, reliable and hands-on approach to work.

• Good communication and interpersonal skills.

• A positive attitude and willingness to support the wider team.

• Ability to work independently and efficiently in a fast-paced hotel environment.

• Flexibility to adapt to changing operational requirements.

• A genuine interest in luxury hospitality and creating memorable guest

WORKING CONDITIONS

·       Flexible schedule including evenings, weekends, and public holidays.

·       Regular interaction with guests in public areas of the hotel.

·       Periods of standing and walking required.

 BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests.

While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality.

 SCOPE & GENERAL PURPOSE

Delivering exceptional guest experiences by ensuring the timely preparation,

presentation and delivery of guest amenities, while supporting the daily operations of

the Guest Experience department.

The role is primarily focused on the coordination and delivery of in-room amenities, with

additional responsibilities in guest engagement, room personalization, stock

management and general departmental support.

The successful candidate will demonstrate excellent attention to detail, strong

organizational skills and a genuine passion for hospitality, ensuring that every guest

touchpoint reflects the hotel's luxury service standards.

COMPETENCIES

1.    Guest-Centric Service

·       Provides personalised, attentive service that exceeds expectations.

·       Anticipates guest needs and responds promptly with discretion.

·       Delivers memorable experiences that reflect the luxury standards of Montcalm Collection.

2.    Communication & Presentation

·       Builds natural rapport with guests, ensuring a professional and culturally aware approach.

·       Acts as a brand ambassador, representing the hotel with confidence and courtesy.

·       Liaises effectively with colleagues to guarantee smooth guest journeys.

 3.    Operational Excellence

·       Assists with pre-arrival arrangements and coordinates special requests.

·       Supports the recognition and care of VIPs and repeat guests.

·       Ensures guest profiles are kept accurate and updated for future visits.

4.    Problem-Solving & Discretion

·       Handles guest concerns with empathy, efficiency, and professionalism.

·       Escalates issues appropriately while maintaining guest satisfaction.

·       Demonstrates composure in fast-paced or high-pressure situations.

5.    Innovation & Continuous Improvement

·       Embraces new ideas, trends, and technologies in guest service.

·       Suggests enhancements to elevate the guest journey.

·       Supports the integration of wellness and sustainability into daily guest interactions.

 Key Responsibilities

 .Guest Amenities Preparation & Delivery

 ·   Prepare, organise and deliver guest amenities to rooms in accordance with the hotel's standards and guest preferences.

 ·   Ensure all amenities are presented to the highest standard, with particular attention to quality, cleanliness and presentation.

 ·   Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front Office teams to ensure the timely delivery of amenities.

 ·   Review daily amenity requirements, including VIP arrivals, special occasions, celebrations and personalised guest requests.

 · Maintain accurate records of amenity deliveries and communicate any delays, discrepancies or issues to the Guest Experience team.

·   Ensure all amenity equipment, presentation materials and supplies are properly maintained, organised and replenished.

 ·   Assist with the collection and return of amenity equipment when required.

  2.Guest Experience & Personalisation

 ·   Assist with welcoming and greeting guests in the lobby, providing a warm,

·   professional and personalised service.

 ·   Prepare handwritten welcome cards, celebration messages and other

·   personalised guest correspondence.

 ·   Assist with room decorations and special arrangements for birthdays,

·   anniversaries, honeymoons and other celebrations.

 ·   Support the preparation and coordination of amenity report, special guest

·   requests and personalised experiences.

 ·   Assist with stock counts, inventory management and replenishment of

·   departmental supplies, including amenities, stationery, packaging and

·   decorative materials.

 ·   Maintain the organisation, cleanliness and presentation of Guest Experience

·   storage and preparation areas.

 ·   Support the Guest Experience team with daily administrative and operational

·   tasks as required.

 ·   Communicate relevant guest preferences, requests and observations to the

·   Guest Experience team to ensure a seamless guest journey.

 ·   Provide additional assistance during busy periods and support other

·   departments when operationally required.

 KEY RESPONSIBILIES

 1.Guest Amenities Preparation & Delivery

 • Prepare, organize and deliver guest amenities to rooms in accordance with the

hotel's standards and guest preferences.

• Ensure all amenities are presented to the highest standard, with particular

attention to quality, cleanliness and presentation.

• Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front

Office teams to ensure the timely delivery of amenities.

• Review daily amenity requirements, including VIP arrivals, special occasions,

celebrations and personalized guest requests.

• Maintain accurate records of amenity deliveries and communicate any delays,

discrepancies or issues to the Guest Experience team.

• Ensure all amenity equipment, presentation materials and supplies are properly

maintained, organized and replenished.

• Assist with the collection and return of amenity equipment when required.

 2.Guest Experience & Personalization

 • Assist with welcoming and greeting guests in the lobby, providing a warm,

professional and personalized service.

• Prepare handwritten welcome cards, celebration messages and other

personalized guest correspondence.

• Assist with room decorations and special arrangements for birthdays,

anniversaries, honeymoons and other celebrations.

• Support the preparation and coordination of amenity report, special guest

requests and personalized experiences.

• Assist with stock counts, inventory management and replenishment of

departmental supplies, including amenities, stationery, packaging and

decorative materials.

• Maintain the organization, cleanliness and presentation of Guest Experience

storage and preparation areas.

• Support the Guest Experience team with daily administrative and operational

tasks as required.

• Communicate relevant guest preferences, requests and observations to the

Guest Experience team to ensure a seamless guest journey.

• Provide additional assistance during busy periods and support other

departments when operationally required

 SKILLS & QUALIFICATIONS

 • Excellent attention to detail and a strong sense of presentation.

• Good organizational and time-management skills, with the ability to prioritise

multiple tasks.

• A proactive, reliable and hands-on approach to work.

• Good communication and interpersonal skills.

• A positive attitude and willingness to support the wider team.

• Ability to work independently and efficiently in a fast-paced hotel environment.

• Flexibility to adapt to changing operational requirements.

• A genuine interest in luxury hospitality and creating memorable guest

WORKING CONDITIONS

·       Flexible schedule including evenings, weekends, and public holidays.

·       Regular interaction with guests in public areas of the hotel.

·       Periods of standing and walking required.