Guest Experience & Quality Lead

Criterion Hospitality; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

Criterion Hospitality is seeking a Guest Experience & Quality Control Manager to own the guest journey across the London hotel portfolio. You will lead proactive engagement, service recovery and online reputation management, driving quality improvements across the brand.

You will inspect rooms and public areas, coach hotel teams, analyze guest feedback and translate insights into actionable operational changes. London-based portfolio role with reporting to the Head of Operations.

Qualifications

• Experience in hotel guest experience, quality assurance and operations.
• Ability to coach teams and drive improvements.

Responsibilities

• Own guest service recovery across the hotel portfolio.
• Manage online reviews and Voice of the Guest reporting across platforms.
• Conduct planned quality inspections of bedrooms, bathrooms and public spaces.
• Lead continuous improvement initiatives and coach Front Office, Housekeeping and Maintenance teams.
• Provide weekly dashboards covering review scores, themes and inspection results.
• Communicate findings and required actions clearly to hotel managers.

Skills

Guest experience

Quality assurance

Operations

Continuous improvement

Job description

Criterion Hospitality is seeking a Guest Experience & Quality Control Manager to own the guest journey across the London hotel portfolio. You will lead proactive engagement, service recovery and online reputation management, driving quality improvements across the brand.

You will inspect rooms and public areas, coach hotel teams, analyze guest feedback and translate insights into actionable operational changes. London-based portfolio role with reporting to the Head of Operations.