Guest Experience Lead: Front Desk, Barista & Retail

LGH Hotels Management Ltd; West Drayton; On-site; GBP 1,515,000 - 2,066,000; Full time

Benefits offered by this job

Employee discounts on hotel rates

IHG room benefit access

Shopping discounts

Eye care

Counseling sessions

Cycle to work scheme

Free meals on duty

Free parking

Job summary

LGH Hotels Management Ltd is seeking a Guest Experience Champion for Holiday Inn London Heathrow M4J4. You’ll blend front office care with retail confidence and barista flair to create memorable stays, from lobby to latte.

As the heartbeat of the guest journey, you’ll welcome guests, manage check-ins via kiosks, assist with in-room comforts, and support a busy lobby, café and retail area with warmth, efficiency and precise attention to detail.

Qualifications

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

Responsibilities

• Champion seamless arrivals: support mobile check-in and kiosks, troubleshoot calmly.
• 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.

Skills

Hospitality mindset

Calm under pressure

Clear communication

Attention to detail

Tech confidence

Retail instincts

Flexible schedule

Tools

Self-service kiosks

Mobile apps

Digital payments

Job description

LGH Hotels Management Ltd is seeking a Guest Experience Champion for Holiday Inn London Heathrow M4J4. You’ll blend front office care with retail confidence and barista flair to create memorable stays, from lobby to latte.

As the heartbeat of the guest journey, you’ll welcome guests, manage check-ins via kiosks, assist with in-room comforts, and support a busy lobby, café and retail area with warmth, efficiency and precise attention to detail.