Guest Experience & Quality Assurance Lead

Criterion Hospitality; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

Criterion Hospitality is seeking a Guest Experience & Quality Control Manager to own the guest journey across the hotel portfolio. You will blend proactive guest engagement, service recovery, online reputation management and rigorous quality inspections to raise guest satisfaction and uphold brand standards.

You will lead audits, coach Front Office, Housekeeping and Maintenance teams, and translate guest feedback into practical improvements.

Qualifications

• Experience in hotel guest experience and quality assurance.
• Ability to coach Front Office, Housekeeping and Maintenance teams.
• Strong communication and problem-solving skills.

Responsibilities

• Own guest experience and service recovery across hotel portfolio.
• Lead online reputation management and review responses.
• Conduct planned inspections of guest spaces and audit standards.
• Record findings with evidence and assign named actions.
• Provide weekly dashboard to Head of Operations on key metrics.
• Coach teams and drive continuous improvement initiatives.

Skills

Guest experience management

Quality assurance

Operations

Continuous improvement

Emotional intelligence

Attention to detail

Organisational skills

Coaching teams

Communication

Job description

Criterion Hospitality is seeking a Guest Experience & Quality Control Manager to own the guest journey across the hotel portfolio. You will blend proactive guest engagement, service recovery, online reputation management and rigorous quality inspections to raise guest satisfaction and uphold brand standards.

You will lead audits, coach Front Office, Housekeeping and Maintenance teams, and translate guest feedback into practical improvements.