Guest Experience Manager - London

The Landmark London Hotel; Greater London; On-site; GBP 35,000; Full time

Job summary

A leading hotel in London seeks a dynamic Guest Experience Manager to enhance guest journeys and oversee Front of House operations. The role involves leading a team, ensuring customer satisfaction, and managing daily hotel activities. Ideal candidates will have strong leadership and interpersonal skills, a background in hotel management, and a passion for service excellence. With a competitive salary of £35,000 and various employee perks, this position is perfect for someone ready to elevate guest experiences.

Benefits

Pension with company contributions

50% discount in restaurants and spa treatments

Complimentary stay after probation

Healthcare cash plan

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.
• Availability to work a flexible shift pattern, including nights and weekends.

Responsibilities

• Lead the guest journey and ensure every welcome is memorable.
• Oversee daily operations in the Front of House and public areas.
• Coach and mentor Front of House team members on service standards.

Skills

Excellent interpersonal skills

Conflict resolution

Organizational skills

Leadership

Communication skills

Tools

Opera Cloud or similar hotel systems

Job description

Guest Experience Manager - London

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.