Service Excellence and Quality Manager

Hand Picked Hotels was founded in 2001 by owner, Chairman and CEO, Julia Hands MBE. Julia’s love of historical buildings, the English countryside, local food and good wine inspired her dream to own a collection of hotels that would celebrate these passions and invite others to share in them.

Today, the family-owned group has 21 unique luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches, to lush woodlands.

Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Whilst each hotel is individual, each property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delight their guests with magical experiences that offer a true escape from the every day. 

We are currently recruiting for a Service Excellence and Quality Manager; this new and exciting role will report to Chief Guest Experience Officer. This role will involve working very closely with all the hotels in the Group to ensure we can successfully deliver and exceed our guest experience and brand standards in line with our philosophy and vision for Hand Picked Hotels.

The successful candidate will act as a facilitator, coach and auditor to ensure that the on-property teams continuously exceed expectations in terms of guest satisfaction and quality assurance.

This role will involve extensive travel to our all our hotels across our collection, with a base location either at one of our hotels or from our central support office located in Kent.

• As Service Excellence and Quality Manager your role will involve supporting the properties in the development and implementation of the relevant action plans to address low-score areas highlighted in guest feedback and/or LQA audits.
• Regularly sharing tips and best practices related to service excellence with all properties, showing pragmatism and cost consciousness.
• Together with the Training team, 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.
• Together with the Training team, support the development of training videos and other supporting materials showcasing the brand standards and different SOPs.
• Ensure Hand Picked Hotels Brand Standards are correctly covered in LQA audits.
• Most of all we will want you to be inspired, have fun and enjoy being part of our Passionate Hand Picked Team.

Our Benefits include:

• A competitive salary package, plus car allowance and mileage paid.
• This is a Full-Time role primarily working on a Monday – Friday 9am – 5.30pm basis however flexibility will be required.
• 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 including bank holidays, 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. Yes, it’s as good as it sounds!
• 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 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.