Assistant Guest experience Manager

Montcalm East; City of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A luxury hotel in London is seeking an Assistant Guest Experience Manager to enhance personalized guest journeys. The role includes managing day-to-day operations, resolving guest issues, and ensuring high guest satisfaction. Ideal candidates have management experience in hospitality, especially in 4- and 5-star hotels, and possess excellent communication and interpersonal skills. This position offers a supportive team environment and a competitive salary.

Benefits

Competitive salary

Supportive team environment

Discounted gym membership

28 holidays including bank holidays

Cash-back health benefits

Qualifications

• At least 1-year previous management or supervision experience in a similar role.
• Experience in 4- or 5-star hotels in London.
• Excellent communication, negotiation, and interpersonal skills.

Responsibilities

• Support the delivery of exceptional guest journeys across the hotel.
• Assist managing day-to-day operations to meet customer expectations.
• Handle guest complaints and issues efficiently, ensuring satisfaction.

Skills

Communication skills

Negotiation skills

Management experience

Multi-tasking ability

Results-oriented

Tools

Opera

Job description

Montcalm East – 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. Montcalm East, part of Marriott’s Autograph Collection, reflects the creative spirit of its Shoreditch setting and sits on City Road in East London, close to Old Street Tube station.

Overview

The Assistant Guest Experience Manager supports the delivery of an exceptional and personalised guest journey across the hotel. This role acts as a key liaison between guests and internal teams, ensuring service excellence, prompt resolution of issues, and a consistently high standard of guest satisfaction. The Assistant Guest Experience Manager intervenes in guest and colleague situations as needed, upholding the brand’s service ethos while maintaining operational integrity. The Assistant Guest Experience Manager supports guest relations strategy, departmental training and the implementation of initiatives that enhance the overall guest experience in a luxury hospitality environment.

Key Responsibilities

• Assist managing day‑to‑day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Collaborate with guest experience manager on daily tasks such as team recruitment, team appraisals, team training and onboarding.
• Welcome guests upon arrival and ensure a smooth check‑in process, high visibility around public spaces, especially in the Front Desk.
• Provide personalised service to VIPs and repeat guests, anticipating their needs and preferences.
• Deal with any potential book‑out from and to our property.
• Implement the customer recognition/service program.
• Support, 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.
• Encourage guest experience team interaction and engagement with our guests.
• Coordinate special requests and amenities for guests, including dining, transportation and activities.
• Develop specific goals and plans to prioritise, organise and accomplish your work.
• Provide services that are above and beyond for guest satisfaction and retention.
• Maintain a strong working relationship with all departments to support property operations and goals.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and coaching when needed.
• Intervene in any guest/employee situation as needed to ensure the integrity of the property and guest satisfaction.
• Collaborate with other departments to ensure guest expectations are met or exceeded.
• Ensure employees understand customer service expectations and are empowered to provide excellent guest service.
• Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
• Ensure that all guest data and preferences are accurately recorded in the hotel’s system.
• Review daily reports, including guest arrivals, departures and special requests.
• Participate 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.
• Identify the developmental needs of others and provide coaching, mentoring or otherwise help others improve their knowledge or skills.

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 & Qualifications

• At least 1‑year previous management or supervision experience in a similar role. Marriott experience is preferable.
• Experience in similar role within 4‑ and 5‑star hotels in London.
• Opera knowledge.
• Excellent communication, negotiation and interpersonal skills.
• Ability to handle multiple projects simultaneously.
• Results‑oriented and driven to achieve revenue and performance targets.

Working Condition

• Fast‑paced environment.
• Extended periods of standing or walking may be necessary.

Benefits

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two‑year service.
• Cash‑back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Enjoy a paid day off to celebrate your birthday – because your special day matters!

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.

If this role resonates 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 this role without prior agreement in writing from our Head of Human Resources will be considered the property of the company and will not be subject to agency fees.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Management and Manufacturing

Industries

Hospitality