Hotel Care Quality & Escalations Lead (Hybrid London)

FAIRMONT; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading hospitality and technology company in London is seeking a Quality, Hotel Relationship and Escalations Lead to manage hotel escalations and ensure support excellence. Candidates should have over 5 years in account management and experience in stakeholder relationships. The role focuses on quality control and collaboration with hotel teams to enhance satisfaction. This position requires a hybrid work arrangement.

Benefits

Remote work options

Health insurance

Meal vouchers

Sustainable Mobility Package

Employee Social Committee activities

Qualifications

• 5+ years experience in technical account management or similar role.
• Proven experience in escalation management and quality control.
• Fluency in English required; additional languages beneficial.

Responsibilities

• Serve as the key contact for hotel escalations, ensuring timely resolutions.
• Monitor and evaluate Level 1 support quality.
• Develop metrics and reports to track service performance.

Skills

Escalation management

Quality control

Stakeholder management

Analytical skills

Communication skills

Education

Degree in Information Technology or Hospitality Management

Job description

A leading hospitality and technology company in London is seeking a Quality, Hotel Relationship and Escalations Lead to manage hotel escalations and ensure support excellence. Candidates should have over 5 years in account management and experience in stakeholder relationships. The role focuses on quality control and collaboration with hotel teams to enhance satisfaction. This position requires a hybrid work arrangement.