Assistant Guest Experience Manager

LGH Hotels Management Ltd; West Drayton; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Employee discounts on hotel rates

IHG employee room benefit programme

Shopping discounts

Eye care

Counseling sessions

Cycle to work

Free meals on duty

Free parking

Job summary

LGH Hotels Management Ltd seeks an Assistant Guest Experience Manager to lead the Arrivals Lounge and deliver memorable guest experiences. You’ll coach your team, energise operations and drive seamless check-in, arrivals and departures with a focus on hospitality excellence.

You’ll mentor staff, uphold brand standards across guest-facing areas, and collaborate with colleagues to continually improve guest satisfaction and revenue opportunities.

Qualifications

• Thrives on leading people, coaching, developing others and building a positive, high-performing team.
• Contains pride in making guests feel welcome, relaxed and genuinely cared for.
• Leads from the front, is hands-on and energised by frontline operation.
• Stays calm and supportive during peak times while maintaining service standards.
• Seeks opportunities to improve guest and team experiences and outcomes.
• Balances people and performance and embraces change and innovation.

Responsibilities

• Lead the guest experience team to deliver smooth, welcoming and memorable stays.
• Champion self check-in while guiding guests in using digital tools.
• Oversee reception operations, creating effortless arrivals and departures.
• Bring Starbucks and retail to life with energy, creativity and service standards.
• Inspire and develop your team, fostering a guest-focused culture.
• Maintain and elevate brand standards across all guest-facing areas.
• Drive performance and identify opportunities to enhance service, satisfaction and revenue.
• Collaborate across departments to deliver a seamless guest experience.
• Encourage feedback and reviews to inform continuous improvement.
• Ensure smooth operations, including accurate billing and lobby flow coordination.

Skills

Guest experience leadership

Team coaching

Customer service excellence

Operational hospitality

Job description

Holiday Inn London - Heathrow M4, jct.4

Holiday Inn London Heathrow M4J4 is set to make an exciting return in September 2026. Following an extensive transformation, the hotel will reopen as a vibrant, contemporary destination for business travellers, holidaymakers, airline crews, conferences, and local guests alike

Lead the team that shapes how every guest feels when they arrive.

At LGH, we believe great hospitality is about connection, confidence and care. As our Assistant Guest Experience Manager, you’ll be the driving force behind our Arrivals Lounge—leading with energy, setting the tone, and inspiring your team to create seamless, memorable experiences from the very first moment.

Our contemporary lobby brings together mobile check-in, digital keys and self-service kiosks, alongside a traditional reception for more complex needs. With a vibrant mix of Starbucks, retail and lounge space, you’ll ensure every part of the guest journey feels effortless, welcoming and joined-up.

This is a hands-on leadership role where you’ll coach, support and lead by example—bringing out the best in your team while delivering consistently exceptional service.

What You’ll Do

• Lead the guest experience team to deliver smooth, welcoming and memorable stays
• Champion self check-in while ensuring guests feel supported and confident using digital tools
• Oversee reception operations, creating effortless, personalised arrivals and departures
• Bring Starbucks and retail to life with energy, creativity and strong service standards
• Inspire and develop your team, building a positive, engaged and guest-focused culture
• Maintain and elevate brand standards across all guest-facing areas
• Drive performance and improvement, spotting opportunities to enhance service, satisfaction and revenue
• Collaborate across departments to deliver one seamless experience
• Encourage feedback and reviews, using insight to continuously improve
• Ensure smooth operations, including accurate billing, strong coordination) and efficient lobby flow

Benefits

• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Hospital & death benefit plans
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Who This Role Is For

This role is ideal for someone who:

• Thrives on leading people – you enjoy coaching, developing others and creating a positive, high-performing team environment
• Finds purpose in great service – you take pride in making guests feel welcome, relaxed and genuinely cared for
• Leads from the front – you’re hands-on, visible and energised by being in the operation, not behind the scenes
• Enjoys creating calm in busy settings – you stay focused and supportive even during peak times
• Thinks ahead and spots opportunities – you’re always looking for ways to improve the experience for guests and the team
• Balances people and performance – you care about both team wellbeing and delivering strong results
• Embraces change and innovation – you’re comfortable with technology, new ways of working and evolving guest expectations
• Wants to make a difference – not just run a shift, but shape a space where guests and colleagues feel they belong

Hotel

Perfectly positioned moments from Heathrow Airport and with excellent links into Central London, Holiday Inn London Heathrow M4J4 is set to make an exciting return in September 2026. Following an extensive transformation, the hotel will reopen as a vibrant, contemporary destination for business travellers, holidaymakers, airline crews, conferences, and local guests alike. With stylish guest rooms, versatile meeting and event spaces, welcoming food and beverage venues, and the trusted Holiday Inn brand behind it, the hotel is poised to become one of Heathrow’s leading hospitality destinations. More than just a hotel, this is a relaunch with ambition—creating memorable guest experiences while building a team culture centred on collaboration, development, and pride in delivering exceptional hospitality.

About Us

Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.