Service Excellence and Quality Manager
16 hours ago
Hand Picked Hotels is a family-owned group of 21 unique luxury country houses and coastal retreats, each handpicked for their individuality. Founded in 2001 by Julia Hands MBE, the company is dedicated to creating unique and enchanting stays, with a focus on family, individuality, community, and care.
About the RoleWe are seeking a Service Excellence and Quality Manager to join our team. This new and exciting role will report to the Chief Guest Experience Officer and involve working closely with all hotels in the group to ensure the successful delivery and exceedance of guest experience and brand standards.
The successful candidate will act as a facilitator, coach, and auditor to ensure that on-property teams continuously exceed expectations in terms of guest satisfaction and quality assurance. This will involve extensive travel to our hotels across the UK and Channel Islands.
Key Responsibilities- Support properties in the development and implementation of action plans to address low-score areas highlighted in guest feedback and/or LQA audits.
- Regularly share tips and best practices related to service excellence with all properties, showing pragmatism and cost consciousness.
- Develop regional workshops focusing on key functions (e.g. housekeeping, front office, etc.) to discuss standards, network, and share best practices.
- Perform regular internal LQA assessments to ensure that our properties can achieve/exceed their LQA targets consistently.
- Prepare regular reports on guest feedback and LQA scores.
- Perform ad-hoc analysis, including any deep dives required to understand specific issues.
- Own Hand Picked Hotels brand standards and supporting Standard Operating Procedures (SOPs), ensuring they remain relevant and up-to-date, in line with HPH's vision and strategic priorities.
- Develop specific adaptations of the brand standards for different guest segments.
- Work closely with all property teams in the development and implementation of activation plans and to bring these standards alive at each of our properties, respecting the individuality and positioning of each hotel.
- Ensure Hand Picked Hotels Brand Standards are correctly covered in LQA audits.
To be considered for this role, prior experience as Head of Department or above with luxury hospitality brands is required, with exposure to either LQA or Forbes standards. You will have exceptional attention to detail, outstanding guest experience knowledge, and a natural passion and flair for the hospitality industry.
You will thrive on motivating your colleagues to always be their best and lead with heart and soul. Ability to build and foster strong working relationships with colleagues of all levels, including senior management, is essential. Excellent communication and influencing skills, both written and verbal, are required.
Company BenefitsWe offer a competitive salary package, plus car allowance and mileage paid. This is a Full-Time role primarily working on a Monday to Friday 9am to 5.30pm basis, however flexibility will be required. Our benefits include:
- Company pension scheme with a generous employer contribution.
- Life assurance scheme.
- Employee Assistance Program to support you with whatever life throws at you.
- Company Sickness Scheme Benefit.
- 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, which are all supported by our learning and development team.
- £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.
- Opportunity to make lifelong friendships and be part of a team that celebrates Diversity and Inclusion.
Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.
-
Service Excellence and Quality Manager
2 days ago
Woking, Surrey, United Kingdom HandPicked Hotels Full timeAbout the RoleWe are seeking a highly skilled and experienced Service Excellence and Quality Manager to join our team at Hand Picked Hotels. 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 high standards of quality.Key ResponsibilitiesSupport the...
-
Service Excellence and Quality Manager
2 days ago
Woking, Surrey, United Kingdom HandPicked Hotels Full timeAbout the RoleWe are seeking a highly skilled and experienced Service Excellence and Quality Manager to join our team at Hand Picked Hotels. 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 high standards of quality.Key ResponsibilitiesSupport the...
-
Quality Assurance Manager
3 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeAbout the RoleWe are seeking a highly skilled Quality Assurance Manager to join our team at RBW Consulting. As a Quality Assurance Manager, you will be responsible for ensuring the quality of our services and products, and for leading a small team of quality professionals.Key ResponsibilitiesLead a small team of quality professionals in ensuring the quality...
-
Quality Assurance Manager
3 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob Description**About the Role**We are seeking a highly skilled Quality Assurance Manager to join our team at RBW Consulting. As a Quality Assurance Manager, you will be responsible for ensuring the quality of our products and services, and for leading a small team of quality professionals.Key Responsibilities:Lead a small team of quality professionals in...
-
Quality Assurance Manager
3 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob Description**About the Role**We are seeking a highly skilled Quality Assurance Manager to join our team at RBW Consulting. As a Quality Assurance Manager, you will be responsible for ensuring the quality of our products and services, and for leading a small team of quality professionals.Key Responsibilities:Lead a small team of quality professionals in...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob Title: Quality Assurance ManagerRBW Consulting is seeking a highly skilled Quality Assurance Manager to join our team in Surrey. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our pharmaceutical manufacturing facility.Key Responsibilities:Lead a small team of quality professionals in the...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob Title: Quality Assurance ManagerRBW Consulting is seeking a highly skilled Quality Assurance Manager to join our team in Surrey. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our pharmaceutical manufacturing facility.Key Responsibilities:Lead a small team of quality professionals in the...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Lead a small team of quality professionals in the implementation of quality...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Lead a small team of quality professionals in the implementation of quality...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob Title: Quality Assurance ManagerRBW Consulting is seeking a highly skilled Quality Assurance Manager to join our team in Surrey. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our pharmaceutical manufacturing facility.Key Responsibilities:Lead a small team of quality professionals in the...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob Title: Quality Assurance ManagerRBW Consulting is seeking a highly skilled Quality Assurance Manager to join our team in Surrey. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our pharmaceutical manufacturing facility.Key Responsibilities:Lead a small team of quality professionals in the...
-
Quality Assurance Manager
4 days ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Lead a small team of quality professionals in the implementation of quality...
-
Quality Assurance Manager
4 days ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Lead a small team of quality professionals in the implementation of quality...
-
Quality Assurance Manager
1 week ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Lead a small team of quality professionals in the implementation of quality...
-
Quality Assurance Manager
1 week ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality team, you will be responsible for ensuring the highest standards of quality in our operations.Key Responsibilities:Lead a small team of quality professionals in the implementation of quality...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly skilled Quality Assurance Manager to join our team at RBW Consulting. As a Quality Assurance Manager, you will be responsible for ensuring the quality of our products and services, and for implementing and maintaining our quality management system.Key Responsibilities:Develop and implement...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeQuality Assurance Manager Job DescriptionWe are seeking a highly skilled Quality Assurance Manager to join our team at RBW Consulting. As a Quality Assurance Manager, you will be responsible for ensuring the quality of our products and services, and for implementing and maintaining our quality management system.Key Responsibilities:Develop and implement...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob OverviewWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality assurance team, you will be responsible for ensuring the highest standards of quality and compliance in our pharmaceutical manufacturing operations.The ideal candidate will have a strong background in quality assurance,...
-
Quality Assurance Manager
2 weeks ago
Woking, Surrey, United Kingdom RBW Consulting Full timeJob OverviewWe are seeking a highly experienced Quality Assurance Manager to join our team at RBW Consulting. As a key member of our quality assurance team, you will be responsible for ensuring the highest standards of quality and compliance in our pharmaceutical manufacturing operations.The ideal candidate will have a strong background in quality assurance,...
-
Quality Assurance Manager
21 hours ago
Woking, Surrey, United Kingdom CV-Library Full timeAbout the RoleWe are seeking a highly skilled Quality Control Team Leader to join our team at CV-Library. As a Quality Control Team Leader, you will be responsible for overseeing the quality control process, ensuring that all received items meet our high standards of safety, quality, and efficiency.Key ResponsibilitiesLead the quality control team in making...
