Guest Experience Manager (Duty Manager)

Indigokwest; Greater London; Híbrido; GBP 32.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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).

Responsabilidades

• 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.

Conocimientos

People leadership

Guest service

Conflict resolution

Organisational skills

Flexibility with shifts

Opera Cloud familiarity

Herramientas

Opera Cloud

Descripción del empleo

Lead from the front. Care from the heart.

At Hotel Indigo K West Shepherd’s Bush, we’re not just delivering service, we’re crafting unforgettable guest experiences that reflect the rhythm and personality of our neighbourhood. As aGuest Experience Manager, you’ll be at the centre of it all; part host, part problem solver, part leader. If you love people, thrive in fast-paced environments, and know how to turn challenges into charm, this is your opportunity to shape the guest journey from start to finish. Please note this role covers day and night shifts.

What’s Our Story?

At Hotel Indigo, our people are the soul of our story. We take that even further; drawing on local culture, creativity and hospitality to create moments that feel personal and real. As a Guest Experience Manager, you’ll be the visible presence across our Front of House; guiding teams, engaging guests, and ensuring that every stay is something to remember.

Here’s what you can look forward to as our Guest Experience Manager:

Annual salary: £35,500

• Pension with company contributions
• 50% discount in all our restaurants and Spa treatments across our properties
• Team member and Friends & Family rates across our properties
• Complimentary stay after passing probation
• IHG Employee rate across 6000 hotels globally
• Extensive discounts on our benefits platform
• Access to Healthcare cash plan
• Interest‑free season ticket loan
• Employee Assistance Programme – 24/7 online GP, mental health support, and wellbeing
• World‑class development programmes and growth opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success

A Day in Your Neighbourhood

• Lead the guest journey: Oversee Front of House operations across day and night shifts, ensuring smooth handovers, exceptional service standards, and a warm, memorable experience from arrival to departure.
• Own the floor: Support with check‑ins, check‑outs, VIP arrivals, luggage assistance, and special requests, proactively resolving guest queries, concerns, and complaints with confidence and professionalism.
• Support the team: Lead, coach, and mentor Front of House team members, providing guidance on guest interactions, service standards, and operational procedures to ensure consistent service excellence.
• Create memorable moments: Anticipate guest needs and coordinate personalised experiences for returning guests, loyalty members, and special occasions, while monitoring feedback and identifying opportunities to enhance guest satisfaction.
• Ensure smooth operations: Oversee daily reporting, night audit procedures, billing accuracy, cash handling, room inspections, and public area standards, maintaining accurate records and effective communication across departments.
• Lead with confidence: Act as a key point of contact for guest escalations, safety, security, and emergencies, working closely with other departments to maintain a safe, welcoming, and efficiently run hotel at all times.

You will be required to work a 4 on 4 off shift pattern with 12 hour shifts across days or nights.

What’s Your Story?

You’re a natural host with sharp instincts, strong leadership, and an ability to bring calm and clarity when it matters most. To thrive in this Guest Experience Manager role, you’ll bring:

• 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
• Confidence handling guest feedback and turning service recovery into loyalty
• Strong organisational and communication skills
• Familiarity with hotel systems (Opera Cloud or similar)
• Availability to work a flexible shift pattern, including nights, weekends and public holidays
• A genuine passion for people and service excellence.

If you’re ready to lead with warmth and deliver with precision, we want to hear your story. Join us as Guest Experience Manager at Hotel Indigo K West Shepherd’s Bush, and be the energy that elevates every stay.

All applicants must have existing rights to work status in the UK.