Assistant Guest Experience Manager

LGH Hotels Management Ltd; West Drayton; On-site; GBP 28,000 - 36,000; Full time

Job summary

LGH Hotels Management Ltd's Holiday Inn London Heathrow M4J4 is recruiting an Assistant Guest Experience Manager to lead the Arrivals Lounge and shape every guest’s first impression. You’ll coach the team, own the guest journey from check-in to departure, and ensure service is seamless, friendly, and memorable.

You’ll oversee reception operations, promote self check-in with digital tools, maintain brand standards, collaborate across departments, and drive guest satisfaction and revenue growth

Qualifications

• Experience leading hospitality teams to deliver guest-centric service.
• Proven ability to coach, motivate and develop staff in a fast-paced environment.
• Strong focus on brand standards and guest satisfaction.

Responsibilities

• 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.
• 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.

Skills

Team leadership

Guest service excellence

Digital check-in tools

Coaching & development

Tools

Self-service kiosks

Job description

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

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