Guest Experience Manager - Hotel Indigo London K West Shepherd's Bush

The Landmark; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A premier hotel in London is seeking a Guest Experience Manager to craft unforgettable guest experiences at Hotel Indigo K West Shepherd’s Bush. You will lead the Front of House team, ensuring memorable interactions and resolving issues before they escalate. The ideal candidate has experience in a similar role and is passionate about service excellence. Join us to elevate every guest's stay with warmth and precision.

Benefits

Pension with company contributions

50% discount in restaurants and Spa treatments

Team member and Friends & Family rates

Complimentary stay after probation

IHG Employee rate across 6000 hotels globally

Healthcare cash plan

Interest-free season ticket loan

Employee Assistance Programme

World-class development programmes

Bike to work scheme

Free meals on duty

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.
• 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 and weekends.
• A genuine passion for people and service excellence.

Responsibilities

• Lead the guest journey across touchpoints, ensuring a heartfelt experience.
• Oversee daily operations in Front of House and public areas.
• Coach and mentor Front of House team members.
• Collaborate with department heads on service scores and feedback.
• Coordinate safety, security, and emergency protocols.
• Create bespoke experiences for special occasions.

Skills

Leadership

Interpersonal skills

Problem-solving

Conflict resolution

Organizational skills

Communication skills

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 Guest 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.

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: £35,000

• 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
• 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: Act as the face of the hotel in the lobby and across guest touchpoints, ensuring every welcome, response, and farewell is memorable and heartfelt.
• Own the floor: Oversee daily operations in the Front of House and public areas, stepping in to check guests in and out, support with luggage assistance, and resolve guest queries, concerns or complaints before they escalated.
• Support the team: Coach and mentor Front of House team members on guest interaction, complaint handling, and service delivery standards.
• Manage performance: Collaborate with department heads on service scores, guest feedback (including online reviews), and continuous improvement strategies.
• Coordinate with confidence: Be the point of contact for safety, security, and emergency protocols.
• Handle special moments: Coordinate bespoke experiences for returning guests, loyalty members, and those celebrating special occasions.
• Be a communicator: Maintain excellent communication across departments to ensure guest needs are met efficiently and with care.

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

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
• Pre-opening experience is a plus!

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.