Host Team Manager

Village Hotels - Solihull; Cheswick Green; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Gym membership

Hotel stays at £20 across hotels

50% off food & drink

Job summary

Village Hotels - Solihull is looking for a proactive Host Manager to run the lobby experience. You’ll blend our tech with genuine warmth to greet guests, read needs, and ensure a memorable stay at check-in and beyond.

You’ll lead the Host Team, coach daily, handle on-the-spot issue resolution, drive upselling, manage wage costs, and keep the team motivated to hit targets while delivering exceptional service across the shift.

Qualifications

• Attitude and energy matter more than prior experience.
• Friendly, positive, people-focused demeanor.
• Willingness to learn and grow within a busy team.

Responsibilities

• Frontline experience: greet guests warmly and read guest needs, blending technology with empathy.
• Problem solving: handle complaints politely and resolve on the spot.
• Commercial reality: drive upselling, manage wage costs, and support brand targets.

Skills

Customer service

Team leadership

Communication

Emotional intelligence

Job description

The Role Outline: Your Shift at a Glance

You are the ultimate mood-setter. Managing the lobby area is about more than just processing arrivals; it is about ensuring our guests get a genuinely warm, personal experience, even when they choose to use our check-in technology. You will lead the Host Team to read the room, resolve issues on the spot, and ensure check-out is the perfect final touch that leaves them wanting to return.

Why Village?

At Village, we do hospitality a little differently. We are all about personality, genuine connections, and creating great experiences for our guests and each other. That is why we back our teams to be themselves, take ownership, learn new skills, and grow their careers. Previous experience is great, but your attitude and energy matter much more to us. If you are friendly, positive, love working with people, and enjoy being part of a busy team, we will give you all the support, training, and opportunities you need. Because it really does take a Village.

How the Village Thrives

We live our culture through four simple commitments:

• We Can & We Do: We show up to make a genuine difference and do fantastic work everyday, with purpose.
• We Will: Treat each other with respect and dignity. No ego, no drama. We try our best and look out for each other.
• We Care: We care about our impact on guests, the community, and each other.

Your Shift: What You’ll Actually Be Doing

As our Host Manager, you are the engine of the shift. We trust you to handle:

• The Frontline Experience: Driving a warm, vibrant welcome. You and your team will read individual guest needs, blending the speed of our technology with actual human empathy to leave a lasting impression.
• The Problem Solving: Dealing with complaints politely and positively on the spot. You know that turning a frustrated guest into a loyal advocate takes a thick skin, emotional intelligence, and quick thinking.
• The Commercial Reality: Understanding the numbers. You will drive upselling, manage wage costs to align with brand standards, investigate daily discrepancies, and push your team to hit those crucial Average Daily Rate and 100% Club Fill targets.
• The Team Leadership: Recruiting high performers, coaching daily, and holding regular coffee chats to build a supportive culture. You will ensure everyone knows their targets, understands the products, and feels genuinely motivated to succeed.

How We Succeed Together

We do not micromanage. It takes a village, so we believe in Ownership & Integrity, giving you the autonomy to handle your area and make decisions on the fly. We Empower & Elevate our people. If you want Room to Grow, we provide funded qualifications and internal moves. We constantly Innovate & Progress so we can Inspire Excellence and smash our targets together.

The Perks: What’s In It For You?

• Gym Membership: 2 x complimentary gym memberships at your home hotel.
• Hotel Stays: Hotel rooms from £20 across 35 hotels.
• Food & Drink: 50% off food and drink for you and up to 5 guests, plus 75% off Sunday dinner for up to 6 people.
• Friends & Family: 2 friends or family members get 25% off F&B, even when you are not there.
• Retail & Lifestyle: Hundreds of brand discounts via the Village app.
• Support: 24/7 Mental Health support via our Employee Assistance Programme.