Maintenance Technician at Montcalm Collection in London

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

As Maintenance Technician, you will support the Maintenance Supervisor in overseeing the day-to-day maintenance operations of the hotel, ensuring all systems and infrastructure run smoothly to deliver high-quality service and exceptional guest experience. This hands-on experience involves carrying out general repairs, responding to maintenance requests, and assisting with routine inspections and preventative tasks across the property. Your practical skills, attention to detail, and proactive approach will contribute to maintain our Montcalm Collection Hotels’ reputation as a premier destination in London’s vibrant hospitality scene.

Your role will also help maintain maintenance standards, and ensure compliance with health, safety, and hygiene regulations, contributing to a safe and clean environment for guests and staff. Working closely with the wider maintenance team, and you will support a culture of reliability, teamwork, and continuous improvement.

COMPETENCIES

1. Guest Satisfaction

· Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.

· Takes customers’ interests and complaints seriously.

· Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.

· Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.

2. Guest Experience Quality

· Proactively seeks customers’ feedback with intention to improve service.

· Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.

· Attends service trainings and other trainings intended to improve service.

· Ensures professional, high quality work standards are met.

· Uses feedback constructively to learn and improve.

3. Attitude and Motivation

· Has a positive, collaborative, solutions-oriented attitude.

· Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.

· Seeks for advice or different perspective in order to manage situations outside of their immediate control.

4. Time Keeping and Attendance

· Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.

· Offers flexibility when business needs require rota changes.

· Gives sufficient notice for sickness and other absences, and lateness.

· Arrives to work earlier to change and / or prepare to start their duties at agreed time.

5. Appearance

· Familiarises themselves with grooming policy and presents themselves at work appropriately.

· Follows the dress code and makes every effort to keep high personal hygiene standards.

6. Personal & Professional Development

· Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.

· Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

7. Communication

· Communicates eloquently with guests, team members and stakeholders.

· Encourages communication throughout the organisation.

· Shares information with others clearly and respectfully.

· Listens to others sympathetically and takes feelings and views into consideration.

· Communicates awareness of strengths and weaknesses and admits to mistakes.

· Maintains relationships with people at all levels in the organisation; gives improvement feedback when appropriate.

8. Integrity

· Acts consistently in accordance with their own values and those of company: belonging, sensitivity, wellbeing, changemaking, sustainability.

· Models high standards of behaviour for others through one's own actions; maintains confidentiality and upholds agreements made with others.

· Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.

9. Interpersonal Skills and Teamwork

· Understands and appreciates diverse cultural nuances.

· Tries to adjust to different cultures and ways of working.

· Behaves politely and respectfully and can work efficiently in a team.

· Quickly builds rapport with others.

· Support colleagues and managers through challenging periods.

· Shows tolerance and consideration for others' viewpoints.

· Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.

10. Motivating and Influencing Others

· Creates a climate of teamwork by encouraging harmony, co-operation and communication.

· Cares for others’ well-being; inspires a positive attitude to work among colleagues.

11. Orientation Towards Solutions

· Takes ownership of finding the best solution for the challenge in their area of responsibilities.

· Considers different approaches to finding solutions.

· Consults their manager or a specialist to ensure solution has a positive impact.

· Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.

· Observes their workflow and suggests improvements and ideas.

· Uses technology effectively to increase effectiveness and quality of their work.

12. Adaptability

· Shows awareness for one's own strengths and weaknesses.

· Willing to adjust to uncertain conditions.

· Accepts new ideas and supports change initiatives.

· Open to new information and willing to learn new techniques.

· Maintains stable performance in changing circumstances.

13. Decision Making

· Contributes to decision making by providing accurate and sufficient information.

· Makes their own decisions quickly and with respect to guests and colleagues.

· Makes rational judgements based on all available information.

14. Time and Task Management

· Manages time effectively.

· Completes tasks on time.

· Structures work activities in an efficient way.

· Respects and follows company policies.

· Shows organisational commitment.

· Ensures safety at the workplace.

15. Adherence to Policies & Procedures

· Adheres to and communicates the company policies and procedures to team members, and role-models adherence to set a positive example.

· Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organisation.

· Identifies potential risks in the hotel and brings to manager’s attention.

16. Adherence to Employee Handbook

· Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.

KEY RESPONSIBILIES

· Skilled in routine maintenance and emergency maintenance across plumbing, electrical, HVAC, carpentry, and general building systems.

· Address plumbing, electrical, carpentry, and general repair issues promptly.

· Perform preventative maintenance tasks to ensure equipment and facilities are in top condition.

· Respond to urgent maintenance requests and emergencies.

· Liaise with the management team to prioritize tasks and communicate updates.

· Always ensure compliance with health and safety regulations.

· Follow planned preventative maintenance programmes

· Ensure good relationships with internal and external customers and contractors

· Carry Out Routine Inspections/maintenance of Property assets when required to the appropriate standard and ensure that timetables in place are met. The Maintenance Technician will be expected to maintain heating, ventilation, air conditioning equipment and ensure that they are in an optimal operating condition by performing routine maintenance and repairs as directed upon request.

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

· Skilled in basic repairs and maintenance across plumbing, electrical, carpentry, painting, and general building upkeep.

· Able to assess issues quickly and implement effective solutions with minimal disruption to operation or guests.

· Knowledgeable in safe working practices and compliance with relevant regulations, including COSHH and manual handling.

· Basic certification or training in one or more trades (e.g., plumbing, electrical, carpentry) is desirable.

· Minimum 2 years’ experience in a similar position ideally in 5 Star property Hotel. With a track record of driving operational excellence and ensuring a safe, functional, and welcoming environment for our guests.

WORKING CONDITIONS

· Flexible schedule, including evening, weekends and bank holidays, as required by business needs.

· Physical fitness to carry out manual tasks and lift heavy items when required.