At a Glance
- Tasks: Lead quality assurance and performance improvement for our Reservations, Meetings & Events team.
- Company: Join Kew Green Hotels, a company dedicated to exceptional service and inclusivity.
- Benefits: Enjoy career development, discounts, free gym access, and mental health support.
- Other info: Dynamic role with opportunities for continuous improvement and professional growth.
- Why this job: Make a real impact by enhancing customer experiences and optimising operations.
- Qualifications: Experience in quality assurance and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Reporting to the Head of Reservations, Meetings & Events, you’ll play a pivotal role in shaping the frameworks, processes and standards that enable our Reservations, Meetings & Events team to deliver exceptional service, maximise conversion and support commercial performance. This is an exciting opportunity for someone who thrives on using data, insight and collaboration to develop teams and improve customer experience, operational efficiency and business results.
About the Role
You’ll act as the driving force behind quality assurance, process improvement and performance optimisation across our RME functions. Working closely with RME leaders and stakeholders across the business, you’ll identify opportunities to improve ways of working, strengthen governance, enhance customer journeys and ensure our teams have the tools, processes and support they need to perform at their best.
Key Responsibilities
- Delivering training and coaching to RME team members.
- Conducting quality assurance reviews across calls, emails, enquiries and customer interactions, identifying opportunities for improvement and coaching.
- Using quality, commercial and operational data to identify trends, provide insight‑led recommendations and improve conversion, revenue capture and customer experience.
- Developing, reviewing and maintaining SOPs, governance processes and operational standards.
- Supporting the optimisation of CRM platforms, workflow tools and commercial technologies.
- Identifying opportunities to automate manual processes and simplify ways of working.
About You
- Experience leading quality assurance, performance improvement or operational excellence initiatives within a contact centre, commercial hub or customer service environment.
- The ability to identify areas of training need, with experience in training, coaching and developing a team in sales and revenue generation.
- A proven track record of delivering process, technology, workflow or automation improvement projects and embedding sustainable change.
- Strong analytical skills with the ability to interpret performance, conversion and operational data to drive decision‑making.
- Commercial awareness and an understanding of customer experience, revenue generation and conversion drivers.
- Strong stakeholder management and influencing skills, with the ability to build credibility across multiple teams.
- Advanced Microsoft Office skills, particularly Excel and PowerPoint.
- Experience of CRM, workflow management and reporting systems.
- A proactive, solutions‑focused mindset with a passion for continuous improvement and operational excellence.
Benefits
- Career development and access to funded apprenticeships.
- Discounts on hotel stays and a variety of major retailers, restaurants and days out.
- Free use of our gyms, pools, and leisure facilities.
- Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.
At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at recruitment@kewgreenhotels.com – we’re here to support you.
Quality & Performance Manager in Rugby employer: Commercial Hub
Kew Green Hotels is an exceptional employer that prioritises employee growth and development, offering funded apprenticeships and comprehensive training to enhance your skills in a dynamic environment. With a strong focus on collaboration and continuous improvement, our inclusive workplace fosters a culture where every team member can thrive, supported by benefits such as discounts on hotel stays and access to leisure facilities. Join us in shaping outstanding customer experiences while enjoying a fulfilling career in the heart of the hospitality industry.
