Guest Experience Leader: Arrivals & Service Excellence

LGH Limited; England; On-site; GBP 42,000 - 52,000; Full time

Job summary

LGH Limited operates Holiday Inn London Heathrow M4J4, now reopening as a vibrant destination for business travellers, holidaymakers, airline crews and conferences. The Assistant Guest Experience Manager will lead the Arrivals Lounge, coach the team and deliver seamless, memorable experiences from the first moment of guest contact.

You will drive a guest-focused culture, embracing digital tools for self check-in, seek opportunities to improve service, and collaborate across departments to ensure

Responsibilities

• Lead the guest experience team to deliver smooth, welcoming and memorable stays
• Champion self check-in while ensuring guests feel supported and confident using digital tools
• Oversee reception operations, creating effortless, personalised arrivals and departures
• Bring Starbucks and retail to life with energy, creativity and strong service standards
• Inspire and develop your team, building a positive, engaged and guest-focused culture
• Maintain and elevate brand standards across all guest-facing areas
• Drive performance and improvement, spotting opportunities to enhance service, satisfaction and revenue
• Collaborate across departments to deliver one seamless experience
• Encourage feedback and reviews, using insight to continuously improve
• Ensure smooth operations, including accurate billing, strong coordination and efficient lobby flow

Job description

LGH Limited operates Holiday Inn London Heathrow M4J4, now reopening as a vibrant destination for business travellers, holidaymakers, airline crews and conferences. The Assistant Guest Experience Manager will lead the Arrivals Lounge, coach the team and deliver seamless, memorable experiences from the first moment of guest contact.

You will drive a guest-focused culture, embracing digital tools for self check-in, seek opportunities to improve service, and collaborate across departments to ensure