Guest Experience & Quality Control Manager

Criterion Hospitality; Greater London; On-site; GBP 42,000 - 68,000; Full time

Job summary

Criterion Hospitality is seeking a hands-on Guest Experience & Quality Control Manager to raise guest satisfaction and uphold brand standards across its London hotel portfolio. You will split time between hotel inspections and reporting, training, and administration, reporting to Head of Operations.

You will stay visible to guests, coach Front Office, Housekeeping and Maintenance teams, and provide a weekly dashboard with review trends, score improvements and action plans across multiple

Qualifications

• Strong experience in hotel guest experience, quality assurance or operations.
• A practical, commercially minded approach to improving standards.
• Strong observation, organisation and problem-solving skills.
• Ability to turn guest feedback and inspection findings into action.
• Emotional intelligence and a confident, approachable manner.
• Confidence coaching teams, challenging poor standards and following through across multiple hotels.

Responsibilities

• Stay visible to guests, identify problems early and resolve escalated complaints.
• Manage GuestTouch, guest feedback reporting and online review responses across the portfolio.
• Inspect bedrooms, bathrooms, capsules and public areas for cleanliness, presentation, maintenance and brand standards.
• Record findings, assign corrective actions and verify completion.
• Identify recurring problems and agree improvement plans with clear owners, deadlines and measurable results.
• Coach Front Office, Housekeeping and Maintenance teams on guest service and quality standards.
• Lead the weekly Guest Experience & Quality meeting and track actions through to completion.
• Provide a weekly dashboard covering review scores and trends, the top five complaint and praise themes, room and bathroom inspection scores, housekeeping pass rates, maintenance completion, open guest issues and action-plan completion.
• Report Hotel of the Month and Most Improved Hotel.

Job description

Guest Experience & Quality Control Manager

We need a hands-on Guest Experience & Quality Control Manager to improve guest satisfaction and quality standards across Criterion Hospitality's London hotel portfolio. Reporting to the Head of Operations, you will spend approximately 75% of your time in hotels conducting inspections and 25% on reporting, administration and training.

What You'll Do

• Stay visible to guests, identify problems early and resolve escalated complaints.
• Manage GuestTouch, guest feedback reporting and online review responses across the portfolio.
• Inspect bedrooms, bathrooms, capsules and public areas for cleanliness, presentation, maintenance and brand standards.
• Record findings, assign corrective actions and verify completion.
• Identify recurring problems and agree improvement plans with clear owners, deadlines and measurable results.
• Coach Front Office, Housekeeping and Maintenance teams on guest service and quality standards.
• Lead the weekly Guest Experience & Quality meeting and track actions through to completion.
• Provide a weekly dashboard covering review scores and trends, the top five complaint and praise themes, room and bathroom inspection scores, housekeeping pass rates, maintenance completion, open guest issues and action-plan completion.
• Report Hotel of the Month and Most Improved Hotel.

What We're Looking For

• Strong experience in hotel guest experience, quality assurance or operations.
• A practical, commercially minded approach to improving standards.
• Strong observation, organisation and problem-solving skills.
• Ability to turn guest feedback and inspection findings into action.
• Emotional intelligence and a confident, approachable manner.
• Confidence coaching teams, challenging poor standards and following through across multiple hotels.