Guest Experience Lead - Arrivals & Digital Services

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

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