JOB SUMMARY
We are seeking a highly motivated Quality Manager to lead the guest experience and quality agenda at Sheraton Heathrow Hotel. This role is responsible for monitoring guest satisfaction performance, analysing feedback trends, improving the end-to-end guest journey, and implementing a hotel-wide quality plan that drives service excellence.
The successful candidate will work closely with operational leaders across Front Office, Housekeeping, Food & Beverage, and other departments to improve guest satisfaction metrics, strengthen service standards, and ensure a consistently high-quality experience from pre-arrival through post-stay follow-up. This is a key role for someone who combines operational understanding, analytical capability, and a passion for exceptional hospitality.
What We’re Looking For
- At least 4 years of experience in a guest-facing hospitality role.
- Prior supervisory or team leader experience is essential.
- Strong communication skills, both spoken and written.
- Calm under pressure, detail-oriented, and solution-focused.
- Comfortable using hotel systems and handling financial transactions.
- A genuine passion for creating memorable guest experiences.
What’s in it for you?
- Competitive rate of pay
- Upsells and guest referral incentives uncapped!
- Complimentary car park - worth up to 1,300.00 p/a
- Complimentary uniforms/free dry cleaning - worth up to 1,000.00 p/a
- Dental and Eye care benefits worth up to 1,000.00 p/a
- Paid meal break and free meals on duty
- Team-spirited co-workers
- Encouraging management
- Wellbeing programs
- Learning and development opportunities
- Discounts on hotel rooms, gift shop items, food and beverage
- Recognition programs
- Inspiring career mentors
- Friendly a vibrant team atmosphere
- Graduate programs (subject to eligibility)
- Network of inspiring business leaders that support development and endless opportunities
- Travel the world with the #1 leader in hospitality (Global Transfers)
Why Join Us?
Sheraton is part of Marriott International, offering world-class training, global opportunities, and benefits that reward your commitment. You’ll be part of a team that values professionalism, teamwork, and service excellence.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
