Service Excellence Manager

1 month ago


Sevenoaks, Kent, United Kingdom HandPickedHotels Full time
Service Excellence and Quality Manager

Hand Picked Hotels is seeking a highly skilled Service Excellence and Quality Manager to join our team. As a key member of our operations team, you will be responsible for ensuring that our hotels consistently deliver exceptional guest experiences and meet our brand standards.

Key Responsibilities:
  • Work closely with hotel teams to develop and implement action plans to address low-score areas highlighted in guest feedback and LQA audits.
  • Share best practices and tips related to service excellence with all properties, demonstrating pragmatism and cost consciousness.
  • Develop regional workshops focusing on key functions (e.g. housekeeping, front office) to discuss standards, network, and share best practices.
  • Perform ad-hoc analysis, including deep dives, to understand specific issues.
  • Own Hand Picked Hotels brand standards and supporting Standard Operating Procedures (SOPs), ensuring they remain relevant and up-to-date.
  • Develop specific adaptations of the brand standards for different guest segments.
  • Work closely with property teams to develop and implement activation plans to bring brand standards to life at each property.
  • Support the development of training videos and other supporting materials showcasing brand standards and SOPs.
  • Ensure Hand Picked Hotels Brand Standards are correctly covered in LQA audits.
Requirements:
  • Prior experience as Head of Department or above with luxury hospitality brands, with exposure to either LQA or Forbes standards.
  • Ability to build and foster strong working relationships with colleagues of all levels, including senior management.
  • Ability to travel to our properties in the UK and Channel Islands as required to effectively deliver the requirements of the role.
What We Offer:
  • A competitive salary package, plus car allowance and mileage paid.
  • Company pension scheme with a generous employer contribution.
  • Life assurance scheme.
  • Employee Assistance Program to support you with whatever life throws at you.
  • 28 days holiday per year, increasing to 33 days including bank holidays with length of service.
  • Forward career progression, with access to our In House and external training programs, including apprenticeships up to level 7.
  • £30 staff stays with Hand Picked Hotels per room Bed & Breakfast & 25% discount on all food & drink.
  • Annual loyalty awards (like afternoon teas and overnight stays).
  • Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.

We are a company that celebrates Diversity and Inclusion, and we welcome applications from candidates who share our values.



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