Guest Experience Lead — Host Team Manager

Village Hotels - Coventry; Coventry; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Gym Membership

Hotel Stays

Food & Drink

Friends & Family

Retail & Lifestyle

Support

Job summary

Village Hotels Coventry is looking for a Host Manager to lead the lobby team and deliver a warm, personal guest experience. You’ll blend our check-in technology with genuine hospitality, read the room, resolve issues on the spot, and ensure every arrival and departure feels right for guests.

You’ll drive upselling, manage wage costs to align with brand standards, and coach the team through regular meetings.

Responsibilities

• The Frontline Experience: Driving a warm, vibrant welcome. You and your team will read individual guest needs, blending the speed of our technology with actual human empathy to leave a lasting impression.
• The Problem Solving: Dealing with complaints politely and positively on the spot. You know that turning a frustrated guest into a loyal advocate takes a thick skin, emotional intelligence, and quick thinking.
• The Commercial Reality: Understanding the numbers. You will drive upselling, manage wage costs to align with brand standards, investigate daily discrepancies, and push your team to hit those crucial Average Daily Rate and 100% Club Fill targets.
• The Team Leadership: Recruiting high performers, coaching daily, and holding regular coffee chats to build a supportive culture. You will ensure everyone knows their targets, understands the products, and feels genuinely motivated to succeed.

Job description

Village Hotels Coventry is looking for a Host Manager to lead the lobby team and deliver a warm, personal guest experience. You’ll blend our check-in technology with genuine hospitality, read the room, resolve issues on the spot, and ensure every arrival and departure feels right for guests.

You’ll drive upselling, manage wage costs to align with brand standards, and coach the team through regular meetings.