Cluster Quality & Guest Experience Manager - Luxury Operations

Middle Eight

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.

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F
• 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 (, Expedia, Trip Advisor), 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

• 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…