Guest Experience Manager (Duty Manager)

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 a 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. Please note this role covers day and night shifts.

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:
£35,500

• 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
• Access to 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: Oversee Front of House operations across day and night shifts, ensuring smooth handovers, exceptional service standards, and a warm, memorable experience from arrival to departure.
• Own the floor: Support with check-ins, check-outs, VIP arrivals, luggage assistance, and special requests, proactively resolving guest queries, concerns, and complaints with confidence and professionalism.
• Support the team: Lead, coach, and mentor Front of House team members, providing guidance on guest interactions, service standards, and operational procedures to ensure consistent service excellence.
• Create memorable moments: Anticipate guest needs and coordinate personalised experiences for returning guests, loyalty members, and special occasions, while monitoring feedback and identifying opportunities to enhance guest satisfaction.
• Ensure smooth operations: Oversee daily reporting, night audit procedures, billing accuracy, cash handling, room inspections, and public area standards, maintaining accurate records and effective communication across departments.
• Lead with confidence: Act as a key point of contact for guest escalations, safety, security, and emergencies, working closely with other departments to maintain a safe, welcoming, and efficiently run hotel at all times.

You will be required to
work a 4 on 4 off shift pattern with 12 hour shifts across days or nights.

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.

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.

All applicants must have existing rights to work status in the UK.