Hotel Escalations & Quality Lead — Hybrid, London

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

Job summary

A leading hospitality technology group in London seeks a Quality, Hotel Relationship and Escalations Lead to act as a vital link between hotels and technical support. The ideal candidate will have expertise in escalation management, proven experience in hotel operations, and excellent stakeholder management skills. This hybrid role demands at least 3 days a week in the office, offering opportunities for professional growth within a dynamic team environment.

Benefits

Heartist® Program for unforgettable stays

Sustainable Mobility Package

Meal vouchers

Health insurance plan funded at 50%

Qualifications

• 5+ years experience in technical account management or similar role.
• Proven experience in escalation management and quality control.
• Experience in hotel operations or hospitality technology.
• Strong background in stakeholder management and relationship building.
• Experience in training and guiding support teams.

Responsibilities

• Serve as the key contact for hotel escalations, ensuring timely resolutions.
• Monitor and evaluate Level 1 support quality through regular audits.
• Identify emerging trends and recurring issues to improve service quality.
• Develop metrics and reports to track service performance and escalation trends.
• Facilitate clear communication across hotels, support teams, and leadership.

Skills

Excellent communication and relationship management skills

Strong analytical and problem-solving abilities

Customer-centric mindset

Ability to work effectively in cross-functional environments

Fluency in English

Education

Degree in Information Technology, Hospitality Management, or related field

Job description

A leading hospitality technology group in London seeks a Quality, Hotel Relationship and Escalations Lead to act as a vital link between hotels and technical support. The ideal candidate will have expertise in escalation management, proven experience in hotel operations, and excellent stakeholder management skills. This hybrid role demands at least 3 days a week in the office, offering opportunities for professional growth within a dynamic team environment.