Guest Experience & Quality Control Manager

Guest Experience & Quality Control Manager

We need a hands-on Guest Experience & Quality Control Manager to improve guest satisfaction and quality standards across Criterion Hospitality’s London hotel portfolio. Reporting to the Head of Operations, you will spend approximately 75% of your time in hotels conducting inspections and 25% on reporting, administration and training.

What You’ll Do

• Stay visible to guests, identify problems early and resolve escalated complaints.
• Manage GuestTouch, guest feedback reporting and online review responses across the portfolio.
• Inspect bedrooms, bathrooms, capsules and public areas for cleanliness, presentation, maintenance and brand standards.
• Record findings, assign corrective actions and verify completion.
• Identify recurring problems and agree improvement plans with clear owners, deadlines and measurable results.
• Coach Front Office, Housekeeping and Maintenance teams on guest service and quality standards.
• Lead the weekly Guest Experience & Quality meeting and track actions through to completion.
• Provide a weekly dashboard covering review scores and trends, the top five complaint and praise themes, room and bathroom inspection scores, housekeeping pass rates, maintenance completion, open guest issues and action-plan completion.
• Report Hotel of the Month and Most Improved Hotel.

What We’re Looking For

• Strong experience in hotel guest experience, quality assurance or operations.
• A practical, commercially minded approach to improving standards.
• Strong observation, organisation and problem-solving skills.
• Ability to turn guest feedback and inspection findings into action.
• Emotional intelligence and a confident, approachable manner.
• Confidence coaching teams, challenging poor standards and following through across multiple hotels.