Guest Experience Executive

About the role

As a Guest Experience Executive you will be the front‑line ambassador of the newly‑opened Holiday Inn London – Heathrow M4. You will blend front‑office hospitality with retail and café service to ensure every guest enjoys a seamless, memorable stay from arrival to departure.

Key responsibilities

• Assist guests with mobile check‑in, self‑service kiosks and digital key issuance, troubleshooting issues calmly.
• Provide warm, efficient reception service, handling arrivals, departures and complex requests such as crew or group bookings.
• Prepare and serve Starbucks‑standard beverages quickly while maintaining brand quality.
• Maintain the retail shop floor, restock shelves, support self‑checkout and promote offers.
• Anticipate guest needs, personalize interactions and recover service issues with grace.
• Offer local knowledge on transport, attractions and itineraries.
• Uphold cleanliness, food safety and health‑and‑safety standards across reception, café and retail areas.
• Collaborate with housekeeping, maintenance and F&B teams to deliver a cohesive guest experience.
• Collect guest feedback, encourage reviews and contribute to continuous improvement.

Required profile

• Friendly, patient and genuinely curious about people.
• Calm under pressure during peak check‑in and coffee rush periods.
• Clear, solution‑focused communication.
• Strong attention to detail from key‑card handling to coffee presentation.

Required skills

• Proficiency with digital check‑in systems and self‑service kiosks.
• Experience using mobile applications for guest services.
• Ability to process digital payments and operate point‑of‑sale equipment.

What we offer

• Employee discount on room rates across the IHG portfolio.
• Access to IHG employee room benefit programme worldwide.
• Shopping discounts, legal and financial advice, counseling, and wellbeing resources.
• Free meals on duty, free parking and cycle‑to‑work scheme.
• Team reward and recognition programmes.