Cluster Quality & Guest Experience Manager " Luxury Operations

Cluster Quality \& Guest Experience Manager " Luxury Operations
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Middle Eight
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Salary: Competitive

Job Type: Permanent
Hours: Full\-time
Town: London

Middle Eight is a new, 180 room lifestyle luxury hotel with purpose in Covent Garden. We're a relaxed, welcoming, city hotel that offers more than just a room for the night \- we offer a holistic experience that changes throughout the day; spaces that not only reflect our local communities, they are part of the fabric of the community, they draw people in and inspire a feeling of belonging.

We're proud of our heritage and surroundings for a very good reason. The hotel stands on the location of Kingsway Hall. Until recently, this address was home to one of the country's foremost recording venues. The hotel reflects the performance culture of Covent Garden and adds to it through performance spaces of its own.

As Cluster Quality \& Guest Experience Manager for Axiom Hospitality’s Luxury Operations, you will drive service excellence, operational consistency, and guest satisfaction across Middle Eight and The Guardsman.

This role is responsible for analysing guest feedback data, enhancing experience standards, and embedding a culture of continuous improvement and personalized five\-star service delivery.

You will lead the evaluation and development of Standard Operating Procedures (SOPs), deliver impactful training programmes, and ensure alignment between each hotel’s individual identity and Axiom Hospitality’s overarching luxury standards.

This is a highly visible role with the opportunity to shape and define the guest experience strategy across a growing luxury portfolio, ensuring each property delivers exceptional, distinctive, and memorable stays.

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F\&B;


• 28 days holiday, including bank holidays, increasing yearly to 33 days;


• Discounts across retail, restaurants, events and more through our benefits \& rewards portal;


• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;


• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;


• Yearly complimentary Axiom Xcape stayover after one year of service;


• A growing team with great training, progression, and promotion opportunities;


• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;


• Free meals while on shift;


• Length of service awards, ranging from 1 year to 3, 5, 10 and 20\-year rewards and more!

You will be responsible for, but not limited to, performing the following tasks to the highest standards:

• Lead the development and implementation of a guest experience and quality framework across the luxury portfolio


• Champion the design and continuous refinement of the end\-to\-end guest journey, from pre\-arrival through to post\-departure


• Ensure all service delivery is anticipatory rather than reactive, embedding a culture of intuitive and personalised hospitality


• Continuously analyse performance using guest satisfaction tools (GRI), review platforms (Booking.com, Expedia, TripAdvisor), and social listening data


• Identify trends, opportunities, and areas for improvement, working closely with General Managers and department heads to define and implement action plans


• Benchmark performance against key luxury competitors to maintain leadership in quality metrics and guest satisfaction


• Coordinate cross\-property initiatives that elevate guest experience, strengthen brand reputation, and optimise performance

Programme \& Feedback Management

• Own the Mystery Visit programme across the cluster, including design, delivery, analysis, and post\-visit debriefing


• Ensure evaluations reflect true luxury service expectations, including personalisation, emotional intelligence, and service presence


• Translate feedback into actionable training and operational improvements, ensuring learnings are embedded effectively across departments


• Present insights and strategic recommendations to property leadership and the Executive Team


• Maintain a rolling quality improvement roadmap linked to Mystery Visit outcomes and GRI performance

Standards Development \& SOPs

• Audit and refine all operational SOPs (Front Office, Housekeeping, F\&B, Guest Relations, Spa, and Engineering) to reflect five\-star service expectations


• Evolve SOPs beyond process into service behaviors and standards that bring each brand’s personality to life


• Collaborate with hotel leadership and Brand teams to ensure operational delivery aligns with the luxury positioning of each property


• Implement new standards where required and drive consistency where it enhances quality without compromising individuality


• Ensure all departments consistently meet brand presentation, hygiene, and service delivery standards

Training \& Culture

• Develop and deliver impactful training programmes focused on luxury service, guest journey excellence, complaint resolution, and brand storytelling


• Embed key luxury service behaviours including anticipation, emotional intelligence, attention to detail, and discretion


• Partner with HR and Learning \& Development to ensure training is consistent, measurable, and aligned with business needs


• Provide on\-the\-floor coaching and support to department leaders, reinforcing service excellence in real time


• Champion a guest\-first culture, fostering pride, ownership, and accountability across all teams


• Lead internal recognition initiatives that celebrate exceptional guest experiences and service delivery

Collaboration \& Reporting

• Work closely with hotel leadership teams to align guest experience strategy with commercial and brand objectives


• Collaborate with Brand \& Marketing teams to ensure guest insights inform storytelling, positioning, and campaigns


• Link guest experience performance to commercial outcomes, including reputation, repeat business, and revenue potential


• Prepare detailed monthly reports outlining guest satisfaction trends, key insights, Mystery Visit outcomes, and recommended actions


• Present service performance and quality insights in quarterly business reviews and owner update packs

SKILLS, KNOWLEDGE AND QUALIFICATIONS

To successfully perform in this role, you must have the following skills and qualifications (if applicable):

• Proven experience in Quality Assurance, Guest Experience, or Operations Management within luxury hospitality.


• Demonstrated success improving guest satisfaction scores and service consistency across multiple properties.


• Strong analytical capability to interpret guest feedback, KPIs, and competitive benchmarking data.


• Expertise in managing quality platforms (ReviewPro/Medallia/TrustYou/Revinate) and reporting dashboards.


• Excellent communication and presentation skills, with experience engaging senior stakeholders and owner groups.


• Proven track record in service training delivery and SOP development.


• Ability to combine strategic thinking with hands\-on operational influence.


• Strong organisational skills, attention to detail, and the ability to manage multiple properties simultaneously.

LIVING UP TO THE VALUES

To successfully perform in this role, you must possess and display the following attitude, competencies, behaviors, and values at all times:

• Be positive, calm, and approachable across a wide range of challenging situations


• Make guests and their needs a primary focus


• Be enthusiastic about change


• Focused on the details


• Innovative and forward\-thinking


• Focused on results and able to work under pressure


• Flexible and adaptable


• Highly self\-motivated, confident, decisive, and able to work with limited supervision


• Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.


• Be driven by the results. Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively acting and going beyond what is required.


• Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Middle Eight.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast\-growing hospitality company with global aspirations. We are proud to be an equal\-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco\-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting loca

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