Guest Experience & Quality Excellence Leader

Criterion Hospitality; England; On-site; GBP 45,000 - 70,000; 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 lead proactive guest engagement, service recovery, online reputation management, and quality inspections, coaching teams to raise guest satisfaction and standards.

Based in the United Kingdom, you will travel between hotels, perform audits, report to the Head of Operations and drive continuous improvement across our operations.

Qualifications

• Strong experience in hotel guest experience, quality assurance, operations or continuous improvement.
• Excellent attention to detail and organisational skills.
• Able to translate guest feedback and audit findings into practical actions.

Responsibilities

• Guest Experience and Service Recovery: maintain a proactive presence at touchpoints and coordinate service recovery.
• Online Reputation: manage GuestTouch and review responses across platforms.
• Quality Assurance: conduct inspections of bedrooms, public areas and maintenance, ensuring standards.
• Continuous Improvement: lead root-cause analyses and improvement plans with named owners.
• Reporting: provide a weekly dashboard covering reviews, themes, inspection scores and maintenance progress.
• Communication and Standards: clearly communicate findings and required actions to hotel managers.

Skills

Guest experience

Quality assurance

Operations

Continuous improvement

Emotional intelligence

Attention to detail

Coaching teams

Prioritisation

Job description

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

Based in the United Kingdom, you will travel between hotels, perform audits, report to the Head of Operations and drive continuous improvement across our operations.