Guest Experience Lead — Host Team Manager

Village Hotels; Coventry; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Gym membership

Hotel stays at £20 across 35 hotels

Food & drink discounts

Friends & family discounts

Brand discounts via Village app

Mental Health support

Job summary

Village Hotels is seeking a proactive Host Manager to lead the lobby team, reading guest needs and combining warm personal service with our check-in technology. You’ll resolve issues on the spot, ensure a memorable checkout, and drive guest loyalty across a busy shift.

You will lead a team, coach daily, and push for strong ADR and 100% Club Fill results, while delivering an energetic, friendly guest experience that reflects Village’s culture.

Responsibilities

• The Frontline Experience: Driving a warm, vibrant welcome and reading guest needs to blend technology with empathy.
• The Problem Solving: Handling complaints politely on the spot to turn frustrated guests into loyal advocates.
• The Commercial Reality: Understanding the numbers, driving upselling, managing wage costs, and hitting ADR and Club Fill targets.
• The Team Leadership: Recruiting top performers, coaching daily, and building a supportive culture with clear targets.

Job description

Village Hotels is seeking a proactive Host Manager to lead the lobby team, reading guest needs and combining warm personal service with our check-in technology. You’ll resolve issues on the spot, ensure a memorable checkout, and drive guest loyalty across a busy shift.

You will lead a team, coach daily, and push for strong ADR and 100% Club Fill results, while delivering an energetic, friendly guest experience that reflects Village’s culture.