Guest Experience Lead — Front Office & Night Shifts

Indigokwest; Greater London; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Pension with company contributions

50% discount in all restaurants and Sp

Team member and Friends & Family rates

Complimentary stay after probation

IHG Employee rate across 6000 hotels

Healthcare cash plan

Bike to work scheme

Free meals on duty

Job summary

Hotel Indigo K West Shepherd’s Bush is seeking a Guest Experience Manager to lead the guest journey across day and night shifts, ensuring a warm, memorable stay. You’ll oversee front of house operations, support check-ins/outs, VIP arrivals and special requests with confidence and professionalism.

You will mentor the Front of House team, coordinate personalised experiences for loyalty guests, and manage daily reporting, billing and safety across departments.

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 public holidays.
• Strong organisational and communication skills.
• Familiarity with hotel systems (Opera Cloud or similar).

Responsibilities

• Lead the guest journey across day and night shifts, ensuring smooth handovers and a warm, memorable experience from arrival to departure.
• Own the floor by supporting check-ins/outs, VIP arrivals and special requests while resolving queries and complaints with professionalism.
• Support and mentor Front of House team members to maintain service excellence.
• Create memorable moments by anticipating guest needs and coordinating personalised experiences for loyalty members and special occasions.
• Oversee daily reporting, night audits, billing accuracy, cash handling, and maintaining records and communication across departments.
• Act as a key contact for escalations, safety, security and emergencies, with cross-department collaboration.

Skills

People leadership

Guest service

Conflict resolution

Organisational skills

Flexibility with shifts

Opera Cloud familiarity

Tools

Opera Cloud

Job description

Hotel Indigo K West Shepherd’s Bush is seeking a Guest Experience Manager to lead the guest journey across day and night shifts, ensuring a warm, memorable stay. You’ll oversee front of house operations, support check-ins/outs, VIP arrivals and special requests with confidence and professionalism.

You will mentor the Front of House team, coordinate personalised experiences for loyalty guests, and manage daily reporting, billing and safety across departments.