Assistant Guest Experience Manager

Assistant Guest Experience Manager

Date: 2026-09-20

Location: London, Greater London, GB, EC2V 8

Application Deadline: 2026-10-20T04:18:31.417

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 energized 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

#s1-Gen

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 doLead the guest experience team to deliver smooth, welcoming and memorable staysChampion self check-in while ensuring guests feel supported and confident using digital toolsOversee reception operations, creating effortless, personalised arrivals and departuresBring Starbucks and retail to life with energy, creativity and strong service standardsInspire and develop your team, building a positive, engaged and guest-focused cultureMaintain and elevate brand standards across all guest-facing areasDrive performance and improvement, spotting opportunities to enhance service, satisfaction and revenueCollaborate across departments to deliver one seamless experienceEncourage feedback and reviews, using insight to continuously improveEnsure smooth operations, including accurate billing, strong coordination) and efficient lobby flow Who this role is forThis role is
ideal for someone who:Thrives on leading people - you enjoy coaching, developing others and creating a positive, high-performing team environmentFinds purpose in great service - you take pride in making guests feel welcome, relaxed and genuinely cared forLeads from the front - you're hands-on, visible and energised by being in the operation, not behind the scenesEnjoys creating calm in busy settings - you stay focused and supportive even during peak timesThinks ahead and spots opportunities - you're always looking for ways to improve the experience for guests and the teamBalances people and performance - you care about both team wellbeing and delivering strong resultsEmbraces change and innovation - you're comfortable with technology, new ways of working and evolving guest expectationsWants to make a difference - not just run a shift, but shape a space where guests and colleagues feel they belong