Tech Product Manager - Zedwell Hotels

Zedwell is a design-led hotel brand built for sleep, simplicity, and sanctuary in the heart of urban chaos. With four locations live and eleven more in the pipeline, we’re growing fast — but staying focused on delivering calm, tech-enabled experiences for our guests at scale.

Zedwell is a hotel brand built to deliver calm in the heart of the chaos. With four locations operating and eleven more in the pipeline, we’re scaling fast — but keeping our focus tight: minimalism, sleep quality, and self-service efficiency in city-centre locations.

Technology is central to how we operate leanly and deliver calm, seamless guest experiences. We don’t build tech for the sake of it — we invest only in what drives operational efficiency and an optimal guest journey. Everything else is noise. Now we need a Product Manager to take our systems to the next level.

Role Purpose

The Tech Product Manager will be responsible for shaping, improving, and scaling Zedwell’s end-to-end guest tech experience. This role bridges the gap between guest needs, operational constraints, and digital systems — ensuring every tool we deploy improves efficiency, enhances satisfaction, and supports scale.

This role oversees our tech ecosystem, manages third-party vendors, and builds a roadmap for scalable, guest-facing innovation.

Key Responsibilities

Digital Guest Journey Ownership

• Map, optimise, and continuously improve the guest journey from pre-booking to post-stay, across web, email, kiosk, mobile, and in-room tech.
• Eliminate friction and ensure the journey is intuitive, efficient, brand-aligned, and measurable.

Product Roadmap Management

• Build and maintain a focused tech roadmap tied to: reducing guest friction (check-in time, upsell clarity, room access), and reducing ops friction (housekeeping automation, maintenance reporting).
• Prioritise features and fixes based on guest data, team input, and strategic objectives.

System Integration & Optimisation

• Own integration and performance of our core stack: PMS (e.g. Mews), kiosk check-in, housekeeping software, booking engine, and CRM.
• Lead configuration, testing, rollout, and training support for these systems.
• Align system functionality with Zedwell’s brand and operational model (e.g., kiosk-first, minimal staff, no front desk queueing).

Vendor & Developer Management

• Act as primary liaison with third-party tech vendors, defining service-level expectations, escalate issues, lead vendor reviews, and track contract performance.
• Scope and prioritise tech development needs (e.g., bespoke kiosk UX, feedback flows, API integrations).
• Manage third-party developers and agencies to deliver features quickly, within budget, and in line with real guest and ops needs.
• Translate user needs into clear specs and test solutions with staff or guests before scaling.
• Evaluate new tools as the business scales (e.g., mobile keys, loyalty systems, smart maintenance tech).

Data & Reporting

• Define and track KPIs such as: Kiosk abandonment rate, Guest tech-related complaints, Digital upsell acceptance, and Check-in time
• Lead A/B testing and feedback loops to inform product direction.

Required Skills & Experience

• 4–7 years experience in product, guest tech, or digital operations in hospitality, travel, or proptech.
• Hands-on experience with hospitality platforms like PMS, CRM, kiosk check-in, web booking engines.
• Experience scaling multi-unit operations or lean brands (e.g., Generator, citizenM, Premier Inn, or proptech startup).
• Skilled in building product roadmaps, mapping user flows, gathering functional requirements, and overseeing vendor/product QA.
• Data-driven, user-centric, pragmatic. Comfortable prioritising what actually moves the needle.
• Able to collaborate across tech, ops, marketing, and exec teams. Excellent project communicator.