Hotel Care Specialist — Escalations & Quality

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

Job summary

A leading hospitality technology firm in London seeks a Quality, Hotel Relationship and Escalations Lead to ensure excellence in hotel technical support. You will manage escalations, monitor quality, and foster hotel partnerships. Ideal candidates have a background in IT or Hospitality Management and 5+ years of technical account management experience. This hybrid role involves working at least 3 days per week in the office and offers a dynamic environment focused on service excellence.

Benefits

Flexible working options

Training and career development programs

Meal vouchers

Health insurance plan

Qualifications

• Proven experience in escalation management and quality control.
• Experience in hotel operations or hospitality technology.
• Strong analytical and problem-solving abilities.

Responsibilities

• Serve as the key contact for hotel escalations, ensuring timely resolutions.
• Monitor and evaluate Level 1 support quality.
• Identify emerging trends and recurring issues to improve service quality.

Skills

Escalation Management

Quality Control

Stakeholder Management

Customer-centric Mindset

Education

Degree in Information Technology or Hospitality Management

5+ years experience in technical account management

Job description

A leading hospitality technology firm in London seeks a Quality, Hotel Relationship and Escalations Lead to ensure excellence in hotel technical support. You will manage escalations, monitor quality, and foster hotel partnerships. Ideal candidates have a background in IT or Hospitality Management and 5+ years of technical account management experience. This hybrid role involves working at least 3 days per week in the office and offers a dynamic environment focused on service excellence.