Quality Assurance Executive


The Position

Small Luxury Hotels of the World™ are seeking a motivated individual who is passionate about the hotel industry and the topic of quality, to assist in managing the continued quality of its portfolio of hotels. This role will be pivotal in ensuring the continued growth of the portfolio and in raising the overall standard of hotels across the group. The successful individual will need to be highly organised in order to assist with the planning of over 500 inspections worldwide, have background and knowledge about top notch hotels to understand the challenges our affiliated hotels meet as well as empathy, negotiation skills and passion for dealing with guest complaints to ensure that the reputation of the Brand of SLH is not adversely affected. You will work in a vibrant multicultural environment with a clear focus on Independently Minded Hotels in the luxury sector.

Key Responsibilities

  • Assist with the quality inspection process for all SLH hotels globally, including the auditing process of our inspectors’ work (50% of your work day).
  • Review and respond to guest feedback on hotel performance (20% of your work day).
  • Ensure hotels respond in the correct manner to unsatisfactory reports/customer feedback.
  • Moderation of Invited reviews
  • Verbal communication with Management of hotels in relation to client expectations.
  • Ensure customer reviews are communicated to the hotels and on slh.com.
  • Manage the process of hotels that fail the mystery inspection.
  • Assist in the planning and allocation of all hotel inspections.
  • Interview new inspectors and ensure they are set-up in all systems.
  • Provide App support/troubleshooting for the inspectors.
  • Assist in the planning and delivery of annual training sessions in APAC, EMER and EMEA.


Reporting Lines

Director of Quality Assurance Worldwide at Small Luxury Hotels of the World Management Limited


Desired Skills and Experiences

  • Knowledge of hotels and travel gained preferably within the luxury sector and in an international environment
  • Preferably experienced in the travel industry.
  • Empathy with the SLH bran
  • Excellent Word, PowerPoint and Excel skills
  • Highly organised and self-motivated. Must be a team player with a strong ability to self-manage.
  • Excellent communication skills and attention to detail (both verbal and written)
  • Ability to talk to and influence people at a senior level
  • Fluent in English


Suitable Applicants

Should email a CV and a paragraph telling us why you’re the person for the job to: Director of Quality Assurance Worldwide: Oswaldo.Sampaio@slh.com with a statement in support of application that includes:

Why you are applying for the post
Why you believe your qualifications and experience equip you for this post
What attributes you would contribute
How you meet the requirements of the job description and person specification.


Effective Date

As soon as possible.


Place of work

Office Based in Victoria, London, UK.

Small Luxury Hotels of the World™ is an unrivalled portfolio of some of the world's finest small, independent hotels. Comprising over 520 hotels in more than 80 countries, the diversity of the individual hotels, and the experiences they offer, is exceptional.

From cutting-edge design hotels to palatial 17th century mansions, city centre sanctuaries to remote private islands, historic country houses to idyllic resorts - the breadth and depth of the brand is far reaching. Visit: www.slh.com