Guest Experience & Quality Leader for a Multi-Hotel Portfolio

Criterion Hospitality; Slough; 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 London hotel portfolio. You will lead service recovery, online reputation management and continuous improvement to elevate guest satisfaction and standards.

You will inspect rooms and public areas, coach hotel teams, and translate guest feedback into practical actions that drive measurable improvements across multiple hotels.

Qualifications

• Experience in hotel guest experience, quality assurance, operations or continuous improvement.
• Strong leadership and collaboration across Front Office, Housekeeping and Maintenance.
• Analytical mindset with ability to translate feedback into operational actions.

Responsibilities

• Maintain a visible, proactive presence at key guest touchpoints during peak check-in/check-out periods.
• Identify guest dissatisfaction early and coordinate effective service recovery.
• Manage complex or escalated complaints with clear ownership and timely resolution.
• Build relationships with VIP, repeat and long-stay guests and respond proactively to their needs.
• Own GuestTouch and Voice of the Guest reporting and drive review management across the portfolio.
• Conduct planned inspections of guest spaces and audit cleanliness and standards.
• Coach Front Office, Housekeeping and Maintenance teams on guest engagement and quality.
• Lead the weekly Guest Experience & Quality meeting and track actions to completion.

Skills

Guest experience

Quality assurance

Operations

Continuous improvement

Emotional intelligence

Observation

Commercial mindset

Organised

Data analysis

Coaching teams

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 service recovery, online reputation management and continuous improvement to elevate guest satisfaction and standards.

You will inspect rooms and public areas, coach hotel teams, and translate guest feedback into practical actions that drive measurable improvements across multiple hotels.