Guest Experience Manager (Duty Manager) - Front Of House

Hotel Indigo; Hatton; On-site; GBP 35,000 - 37,000; Full time

Benefits offered by this job

Pension with company contributions

50% discount in restaurants & Spa

Team member and Friends & Family rates

Complimentary stay after probation

IHG Employee rate across 6000 hotels

Extensive discounts on benefits

Healthcare cash plan

Interest-free season ticket loan

Employee Assistance Programme

World-class development programmes

Bike to work scheme

Recommend a Friend incentive

Free meals on duty

Social squads and recognition schemes

Job summary

Hotel Indigo K West Shepherd’s Bush is hiring a Guest Experience Manager to lead the guest journey across day and night shifts, ensuring memorable stays and superb service. You’ll oversee Front of House, coach teams, and coordinate personalized experiences for guests, loyalty members, and special occasions.

You’ll join a team focused on warmth, professional handling of guest concerns, and delivering smooth operations with strong leadership, across a 4 on 4 off, 12-hour shift pattern.

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 holidays.
• Familiarity with hotel systems (Opera Cloud or similar).

Responsibilities

• Lead the guest journey across day and night shifts with smooth handovers and high service standards.
• Own the floor: check-ins, check-outs, VIP arrivals, luggage, and special requests with professionalism.
• Support the team: coach and mentor Front of House staff to ensure consistent service.
• Create memorable moments by anticipating guest needs and coordinating personalized experiences.
• Ensure smooth operations through daily reporting, night audit, cash handling and area cleanliness.

Skills

Guest experience leadership

People management

Excellent interpersonal skills

Conflict resolution

Tools

Opera Cloud

Job description

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.