Guest Experience Executive - West Drayton
5 hours ago
West Drayton
Guest Experience Executive - West Drayton Guest Experience Executive Holiday Inn London - Heathrow M4,jct.4 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 Guest Experience ChampionBe the reason guests feel welcome, calm, and cared for.At LGH, we believe great hospitality is about how people feel. As a Guest Experience Champion, youll be the heartbeat of the guest journey-blending front office care with retail confidence and barista flair to create effortless, memorable stays from lobby to latte.Our contemporary lobby is designed for a smooth, flexible experience, combining mobile check-in, digital keys and self-service kiosks with a dedicated reception area for more complex needs (crew, groups, delayed flights). The wider space includes a Starbucks offering, a retail shop and relaxed lounge areas-a welcoming hub where guests can work, unwind and socialise.What youll doChampion seamless arrivals: Support mobile check-in and kiosks, troubleshoot calmly, keep the lobby flowing.Lead at reception: Deliver warm welcomes, smooth departures, and fast, empathetic issue resolution.Bring Starbucks energy: Prepare great-quality drinks with pace, personality and brand standards.Run a vibrant shop floor: Keep displays inviting, shelves stocked, support self-checkout and highlight offers.Turn moments into memories: Anticipate needs, personalise interactions, recover service with grace.Be the local knowledge hub: Share transport tips, hotspots and mini itineraries to match each guests vibe.Keep standards high: Maintain cleanliness, food safety, and health & safety across reception, caf and retail zones.Work as one team: Coordinate with housekeeping, maintenance and F&B to keep the experience seamless.Own feedback loops: Encourage reviews, capture insights and help improve the guest journey.You may also support other hotel areas when needed - teamwork is part of the role. BenefitsOur enviable employee discounts on bedroom rates across the LGH hotel portfolio.Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.Eye careFree legal & money adviceCounseling sessionsHospital & death benefit plansCycle to work schemeWellbeing tips and support fitness videosRecipe ideasAdvice on keeping active and healthy livingWellbeing podcasts and tvBreathing exercises24/7 advice and support lineTeam reward & recognitionFree meals on dutyFree parking What youll bringA natural host mindset: warmth, patience and genuine curiosity about peopleCalm under pressure during peak check-in and morning coffee rushesClear, friendly communication and a solution-focused approachGreat attention to detail (from key cards to coffee presentation)Confidence with tech: apps, kiosks and digital paymentsRetail instincts: presentation, stock rotation and subtle upsellingFlexibility for a rotating schedule (early starts, evenings, weekends, holidays)Front desk, barista or retail experience is a bonus - attitude and care come first. Hotel Perfectly positioned moments from Heathrow Airport and with excellent links into Central London, 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. With stylish guest rooms, versatile meeting and event spaces, welcoming food and beverage venues, and the trusted Holiday Inn brand behind it, the hotel is poised to become one of Heathrows leading hospitality destinations. More than just a hotel, this is a relaunch with ambition-creating memorable guest experiences while building a team culture centred on collaboration, development, and pride in delivering exceptional hospitality. About us Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.