At a Glance
- Tasks: Lead a dynamic team to create unforgettable guest experiences in a vibrant hotel environment.
- Company: Exciting Holiday Inn London Heathrow M4J4, reopening in 2026 with a fresh, modern vibe.
- Benefits: Competitive pay, career growth opportunities, and a chance to shape guest experiences.
- Other info: Join a supportive culture where your ideas can make a real difference.
- Why this job: Be the driving force behind memorable stays and inspire your team to excel in hospitality.
- Qualifications: Passion for leading teams, delivering great service, and embracing innovation.
The predicted salary is between 33975 - 41525 £ per year.
Holiday Inn London Heathrow M4J4 is set to make an exciting return in September 2026. Following an extensive transformation, the hotel will reopen as a vibrant, contemporary destination for business travellers, holidaymakers, airline crews, conferences, and local guests alike.
Lead the team that shapes how every guest feels when they arrive. At LGH, we believe great hospitality is about connection, confidence and care. As our Assistant Guest Experience Manager, you’ll be the driving force behind our Arrivals Lounge—leading with energy, setting the tone, and inspiring your team to create seamless, memorable experiences from the very first moment.
Our contemporary lobby brings together mobile check-in, digital keys and self-service kiosks, alongside a traditional reception for more complex needs. With a vibrant mix of Starbucks, retail and lounge space, you’ll ensure every part of the guest journey feels effortless, welcoming and joined-up. This is a hands-on leadership role where you’ll coach, support and lead by example—bringing out the best in your team while delivering consistently exceptional service.
What you’ll do:
- Lead the guest experience team to deliver smooth, welcoming and memorable stays.
- Champion self check-in while ensuring guests feel supported and confident using digital tools.
- Oversee reception operations, creating effortless, personalised arrivals and departures.
- Bring Starbucks and retail to life with energy, creativity and strong service standards.
- Inspire and develop your team, building a positive, engaged and guest-focused culture.
- Maintain and elevate brand standards across all guest-facing areas.
- Drive performance and improvement, spotting opportunities to enhance service, satisfaction and revenue.
- Collaborate across departments to deliver one seamless experience.
- Encourage feedback and reviews, using insight to continuously improve.
- Ensure smooth operations, including accurate billing, strong coordination and efficient lobby flow.
Who this role is for:
- This role is ideal for someone who thrives on leading people – you enjoy coaching, developing others and creating a positive, high-performing team environment.
- Finds purpose in great service – you take pride in making guests feel welcome, relaxed and genuinely cared for.
- Leads from the front – you’re hands-on, visible and energised by being in the operation, not behind the scenes.
- Enjoys creating calm in busy settings – you stay focused and supportive even during peak times.
- Thinks ahead and spots opportunities – you’re always looking for ways to improve the experience for guests and the team.
- Balances people and performance – you care about both team wellbeing and delivering strong results.
- Embraces change and innovation – you’re comfortable with technology, new ways of working and evolving guest expectations.
- Wants to make a difference – not just run a shift, but shape a space where guests and colleagues feel they belong.
Assistant Guest Experience Manager employer: LGH Hotels Management Ltd
At Holiday Inn London Heathrow M4J4, we pride ourselves on fostering a supportive and dynamic work environment where every team member plays a crucial role in delivering exceptional guest experiences. With our hotel undergoing an exciting transformation set to reopen in September 2026, employees will benefit from growth opportunities in a vibrant setting that values collaboration and personal development. Join us to be part of a team that prioritises warmth, professionalism, and the satisfaction of creating memorable stays for our guests.
