Guest Experience Executive

Holiday Inn; West Drayton; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

IHG employee room benefit programme (T

Employee discounts on hotel rates

Free meals on duty

Free parking

Eye care

Free legal & money advice

Counseling sessions

Cycle to work scheme

Wellbeing tips and resources

Job summary

Holiday Inn London Heathrow M4J4 is reopening as a vibrant destination for business travellers, holidaymakers and crews. We seek a Guest Experience Champion to blend front office care with cafe and retail duties, delivering warm welcomes and memorable stays from lobby to latte.

You’ll manage mobile check-in, assist guests with queries, and maintain high standards across reception, cafe and shop areas while supporting a collaborative team and enjoying staff discounts and wellbeing benefits.

Qualifications

• Natural host mindset with warmth and curiosity about people.
• Calm under pressure during check-in and busy mornings.
• Clear, friendly communication and a solution-focused approach.
• Attention to detail from key cards to coffee presentation.
• Confidence with apps, kiosks and digital payments.
• Retail instincts in presentation, stock rotation and upselling.
• Flexible for rotating schedules including early starts and weekends.

Responsibilities

• Champion seamless arrivals: support mobile check-in and kiosks, troubleshoot calmly.
• Lead at reception: deliver warm welcomes, smooth departures, and empathetic issue resolution.
• Bring Starbucks energy: prepare high-quality drinks with pace and brand standards.
• Run a vibrant shop floor: keep displays inviting, shelves stocked, support self-checkout and offers.
• Turn moments into memories: anticipate needs, personalise interactions, recover service with grace.
• Be the local knowledge hub: share transport tips, hotspots and mini itineraries.
• Maintain high standards: cleanliness, food safety, and health & safety across reception, café and retail zones.
• Work as one team: coordinate with housekeeping, maintenance and F&B for seamless experience.
• Own feedback loops: encourage reviews and help improve the guest journey.
• You may support other hotel areas when needed.

Skills

Customer service

Hospitality mindset

Communication

Tech savvy

Retail skills

Attention to detail

Flexible schedule

Tools

POS systems

Kiosks

Digital payments

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

Guest Experience Champion

Be the reason guests feel welcome, calm, and cared for.

At LGH, we believe great hospitality is about how people feel. As a Guest Experience Champion, you’ll be the heartbeat of the guest journey—blending front office care with retail confidence and barista flair to create effortless, memorable stays from lobby to latte.

Our contemporary lobby is designed for a smooth, flexible experience, combining mobile check-in, digital keys and self-service kiosks with a dedicated reception area for more complex needs (crew, groups, delayed flights). The wider space includes a Starbucks offering, a retail shop and relaxed lounge areas—a welcoming hub where guests can work, unwind and socialise.

What you’ll do

• Champion seamless arrivals: Support mobile check-in and kiosks, troubleshoot calmly, keep the lobby flowing.
• Lead at reception: Deliver warm welcomes, smooth departures, and fast, empathetic issue resolution.
• Bring Starbucks energy: Prepare great-quality drinks with pace, personality and brand standards.
• Run a vibrant shop floor: Keep displays inviting, shelves stocked, support self-checkout and highlight offers.
• Turn moments into memories: Anticipate needs, personalise interactions, recover service with grace.
• Be the local knowledge hub: Share transport tips, hotspots and mini itineraries to match each guest’s vibe.
• Keep standards high: Maintain cleanliness, food safety, and health & safety across reception, café and retail zones.
• Work as one team: Coordinate with housekeeping, maintenance and F&B to keep the experience seamless.
• Own feedback loops: Encourage reviews, capture insights and help improve the guest journey.
• You may also support other hotel areas when needed — teamwork is part of the role.
• 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
• 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

What you’ll bring

• A natural host mindset: warmth, patience and genuine curiosity about people
• Calm under pressure during peak check-in and morning coffee rushes
• Clear, friendly communication and a solution-focused approach
• Great attention to detail (from key cards to coffee presentation)
• Confidence with tech: apps, kiosks and digital payments
• Retail instincts: presentation, stock rotation and subtle upselling
• Flexibility for a rotating schedule (early starts, evenings, weekends, holidays)

Front desk, barista or retail experience is a bonus — attitude and care come first.

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.

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