Guest Experience Lead — Front of House (4-on/4-off)

Hotel Indigo; Hatton; On-site; GBP 35,000 - 37,000; Full time

Benefits offered by this job

Pension with company contributions

50% discount in restaurants & Spa

Team member and Friends & Family rates

Complimentary stay after probation

IHG Employee rate across 6000 hotels

Extensive discounts on benefits

Healthcare cash plan

Interest-free season ticket loan

Employee Assistance Programme

World-class development programmes

Bike to work scheme

Recommend a Friend incentive

Free meals on duty

Social squads and recognition schemes

Job summary

Hotel Indigo K West Shepherd’s Bush is hiring a Guest Experience Manager to lead the guest journey across day and night shifts, ensuring memorable stays and superb service. You’ll oversee Front of House, coach teams, and coordinate personalized experiences for guests, loyalty members, and special occasions.

You’ll join a team focused on warmth, professional handling of guest concerns, and delivering smooth operations with strong leadership, across a 4 on 4 off, 12-hour shift pattern.

Qualifications

• Experience in a hotel front office or guest-facing management role.
• Proven ability to lead and inspire teams in fast-paced environments.
• Excellent interpersonal and conflict resolution skills.
• Availability to work a flexible shift pattern, including nights, weekends and holidays.
• Familiarity with hotel systems (Opera Cloud or similar).

Responsibilities

• Lead the guest journey across day and night shifts with smooth handovers and high service standards.
• Own the floor: check-ins, check-outs, VIP arrivals, luggage, and special requests with professionalism.
• Support the team: coach and mentor Front of House staff to ensure consistent service.
• Create memorable moments by anticipating guest needs and coordinating personalized experiences.
• Ensure smooth operations through daily reporting, night audit, cash handling and area cleanliness.

Skills

Guest experience leadership

People management

Excellent interpersonal skills

Conflict resolution

Tools

Opera Cloud

Job description

Hotel Indigo K West Shepherd’s Bush is hiring a Guest Experience Manager to lead the guest journey across day and night shifts, ensuring memorable stays and superb service. You’ll oversee Front of House, coach teams, and coordinate personalized experiences for guests, loyalty members, and special occasions.

You’ll join a team focused on warmth, professional handling of guest concerns, and delivering smooth operations with strong leadership, across a 4 on 4 off, 12-hour shift pattern.