Guest Experience Host

Front Of House; Greater London; On-site; GBP 28,000; Full time

Job summary

A local hospitality company is seeking a Front Desk Receptionist to join the pre-opening team at Hotel Indigo K West Shepherd's Bush. You will provide warm welcomes, manage check-ins and check-outs, and assist guests with local tips and requests. The ideal candidate should have customer service experience, strong communication skills, and the ability to work shifts, including weekends. This role offers a competitive salary of £27,900 and various perks, including discounts and development opportunities.

Benefits

Pension with company contributions

50% discount in restaurants and Spa treatments

Complimentary stay after passing probation

Healthcare cash plan

Interest-free season ticket loan

Free meals on duty

World-class development programmes

Bike to work scheme

Qualifications

• Friendly, confident, and cool under pressure.
• Ability to interact with guests and understand their needs.
• Flexibility to work evenings, nights, weekends, and public holidays.

Responsibilities

• Greet each guest warmly and manage check-ins and check-outs.
• Assist with local tips, dinner bookings, and billing queries.
• Engage with guests, especially IHG Rewards Club members.
• Process bookings, payments, and manage reservations.
• Maintain guest records and liaise with housekeeping.
• Ensure adherence to hotel policies and guest privacy protocols.

Skills

Great communication and problem-solving skills

Previous front office, reception, or customer service experience

Tech-savviness

Attention to detail

Collaborative, team-focused attitude

Flexibility to work shifts

Passion for hospitality and guest experience

Tools

Hotel systems (Opera Cloud)

Job description

Be the smile they remember.

At Hotel Indigo K West Shepherd’s Bush, we don’t just check guests in, we welcome them into the story of the neighbourhood. As a Front Desk Receptionist, you’ll be the friendly face that makes each guest feel instantly at home. From seamless check-ins to tailored recommendations, you’ll create meaningful moments that make our guests’ stay unforgettable. So if this sounds like you, then come join the pre-opening team as we get ready to open our doors in February 2026!

What’s Our Story?

Hotel Indigo is about creating authentic local experiences. That means reflecting the creative energy of Shepherd’s Bush through every interaction: bold, effortless, and full of personality. Whether it’s helping a guest find the best late-night music spot or solving a billing query with calm confidence, our Front of House team brings hospitality to life.

Here’s what you can look forward to as our Front Desk Receptionist:

Annual salary: £27,900

• Pension with company contributions
• 50% discount in all our restaurants and Spa treatments across our properties
• Team member and Friends & Family rates across our properties
• Complimentary stay after passing probation
• IHG Employee rate across 6000 hotels globally
• Extensive discounts on our benefits platform
• Healthcare cash plan
• Interest-free season ticket loan
• Employee Assistance Programme – 24/7 online GP, mental health support, and wellbeing
• World-class development programmes and growth opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success

A Day in Your Neighbourhood

• Warm welcomes: Greet every guest with genuine enthusiasm, check them in and out efficiently, assist with luggage and create a positive first and last impression.
• Be their go-to: Assist with everything from local tips to room preferences, dinner bookings to billing queries; you’ll be the heartbeat of the guest journey.
• Keep the conversation flowing: Engage with IHG Rewards Club members and returning guests, and always personalise your service where you can.
• Handle the details: Take bookings, process payments, manage reservations, and answer phones; all with confidence and clarity.
• Support operations: Maintain guest records, assist with room allocations, and liaise with Housekeeping and other teams to ensure every stay goes smoothly.
• Keep things safe: Follow all hotel policies and procedures including health & safety, key control, and guest privacy protocols.

You will be required to work 40 hours per week on a shift rota over 5 days out of 7.

What’s Your Story?

You’re friendly, confident, and cool under pressure. You love interacting with people and you’re always one step ahead when it comes to their needs. Ideally, for the Front Desk Receptionist role, you’ll also bring:

• Previous front office, reception, or customer service experience
• Great communication and problem-solving skills
• Familiarity with hotel systems (Opera Cloud is a plus)
• Tech-savviness and attention to detail
• Flexibility to work shifts, including evenings, nights, weekends, and public holidays
• A collaborative, team-focused attitude and positive energy
• A passion for hospitality and guest experience!

If you’re ready to create moments that guests remember long after check-out, we want to hear your story. Join us as Front Desk Receptionist at Hotel Indigo K West Shepherd’s Bush, and help us make every arrival feel like coming home.