Guest Experience & Quality Assurance Leader

Criterion Hospitality Ltd; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Criterion Hospitality Ltd. seeks a Guest Experience & Quality Control Manager to own the guest experience and quality journey across the hotel portfolio.

You will lead proactive guest engagement, service recovery and online reputation management while coaching teams to raise standards. Based in our hotel portfolio, you will conduct inspections, audits and improvements, translating feedback into practical actions and reporting to the Head of Operations.

Qualifications

• Strong experience in hotel guest experience, quality assurance, operations or continuous improvement.
• Emotionally intelligent.
• Confident but approachable when dealing with guests and colleagues.
• Naturally observant, with excellent attention to detail and high standards.
• Commercially minded.
• Highly organised and positive in approach.
• Able to analyse guest feedback, review data and audit findings and turn them into practical actions.
• Confident coaching teams and constructively challenging managers when standards are not met.
• Able to manage priorities across multiple hotels and follow actions through to completion.

Responsibilities

• Own the guest experience and quality journey across the hotel portfolio.
• Proactively engage with guests, manage service recovery and respond to VIP, repeat and long-stay guests.
• Lead online reputation management, monitor reviews and translate feedback into operational actions.
• Conduct planned inspections of guest-facing spaces and audit cleanliness, presentation and compliance.
• Record findings with evidence and named actions, verify corrective actions are completed.
• Chair weekly Guest Experience & Quality meeting and track actions through to completion.
• Coach Front Office, Housekeeping and Maintenance teams on guest engagement and quality standards.
• Provide weekly dashboards covering reviews, themes and inspections to Head of Operations.

Job description

Criterion Hospitality Ltd. seeks a Guest Experience & Quality Control Manager to own the guest experience and quality journey across the hotel portfolio.

You will lead proactive guest engagement, service recovery and online reputation management while coaching teams to raise standards. Based in our hotel portfolio, you will conduct inspections, audits and improvements, translating feedback into practical actions and reporting to the Head of Operations.