Quality & Guest Experience Analyst

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Role

We are currently looking for a Quality & Guest Experience Analys t to join our team at Rosewood London. Our Quality & Guest Experience Analyst is responsible for analysing guest feedback, quality audits, and operational performance data to produce clear, actionable insights that uphold and enhance the Rosewood brand standards. This role plays a critical part in identifying areas for improvement, informing strategic initiatives, and ensuring consistent excellence across all aspects of hotel operations.

Key expectations of this role are

• Monitoring, analysing and interpreting guest feedback, audit results and performance data to identify trends, risks and opportunities impacting guest experience.
• Analysing all guest data such as TrustYou, online reviews, GoAudit and Knowcross.
• Ensuring consistency with GoAudits in all teams and relevant follow up.
• Identifying key operational focus areas and translating insights into clear, practical recommendations for department heads and senior leaders.
• Providing support to the Senior Management Team in the design, compilation, and presentation of quality and performance reports.
• Tracking quality performance over time and evaluating the effectiveness of improvement initiatives.

Profile

• Proven experience in quality assurance, guest experience, standards, or performance analysis roles within luxury hospitality is preferred.
• A collaborative team player with the ability to build strong, effective working relationships.
• An exceptional level of attention to detail driven by the desire for continuous improvement to exceed guest expectations.
• A good understanding of the Quality Assurance systems.
• Strong analytical skills, with the ability to translate quality standards and performance insights into day-to-day service excellence.

All our associates have the opportunity to live by our guiding philosophy which captures the essence of our culture RELATIONSHIP HOSPITALITY. Heartfelt interactions are our lifeblood. A desire to build genuine, rewarding and lasting relationships with everyone we meet comes naturally to us – it’s our Calling.

Benefits

• 28 days paid holidays per annum including Bank Holidays
• Company pension scheme
• 12 complimentary room nights and F&B discount worldwide
• Career development opportunities
• Free meals on duty
• Season ticket loan