Job Description

About Us

QIG is a dynamic group comprising three companies:

Q Global Network (QGN): A global serviced apartment agency working with suppliers around the world. Aeria Apartments: A London-based serviced apartment provider. QDK: A Copenhagen-based serviced apartment provider.
Together, we provide premium, fully furnished apartments for business and leisure travellers worldwide. Our mission is to deliver a seamless "home away from home" experience with unparalleled service, comfort, and convenience.

Role Overview

The Global Guest Experience Manager will be responsible for overseeing Guest Experience operations across all three brands. This role includes managing and developing the Guest Experience team to ensure consistent performance and service excellence across all brands.

The team is divided across multiple locations -- two properties in London, one office in London, and remote team members based in Brazil. In total, the position will manage eight Guest Experience Coordinators and one Guest Experience Supervisor.

As the primary point of contact for customer complaints and escalations, you will work closely with internal departments, external suppliers, and building management to ensure all issues are properly addressed in a timely manner and guests enjoy a seamless experience.

The position will also be heavily involved in Customer Experience journey planning and execution.

This role requires a strong focus on customer experience, team leadership, and relationship management, ensuring that every interaction reflects the company's commitment to quality and hospitality.

Main Responsibilities

Deliver exceptional customer service, ensuring each guest feels welcome from the moment they arrive. Act proactively to prevent complaints by anticipating potential issues based on prior experiences and a thorough understanding of our portfolio. Take ownership of guest issues and escalate matters appropriately to other departments, prioritizing complaints according to their severity. Oversee service recovery -- determine when a formal apology, gesture, or compensation is appropriate (either by our team or suppliers). Communicate effectively with all departments, sharing key information about guests (requests, issues, preferences), particularly for guests who have previously reported dissatisfaction, to prevent recurrence. For corporate guest issues, inform the Sales Department in advance of the solution so they can communicate proactively with the client company. Motivate and support the Customer Experience Team to reach their full potential. Develop and implement policies and procedures for the Customer Experience Team. Oversee team training, ensuring key service standards are reviewed, reassessed, and reinforced regularly to maintain consistency across all team members. Collaborate with the Head of Operations to review and formalize operational procedures. Supervise Health & Safety training for the Customer Experience Team. Monitor team productivity, ensuring the Issue Log is maintained accurately and completed within set deadlines. Oversee communication between the team and guests (email, phone, and live chat), ensuring efficiency and high service standards. Conduct performance appraisals and manage HR processes for the team. Ensure appropriate staffing levels to deliver consistent service quality. Participate in the Duty Manager rotation program as required. Manage courtesy communications (email, WhatsApp, calls) for arriving and departing guests, particularly corporate clients. Encourage guests to complete feedback surveys to enhance service standards. Provide suggestions and innovative ideas to improve the guest experience. Personally handle complex guest issues, taking ownership and escalating when necessary. Maintain strong relationships with key contractors, bookers, managing agents, and landlords to ensure efficient issue resolution globally. Assist the Property Services Team as needed to maintain exceptional customer service. Maintain thorough product knowledge and an understanding of common guest issues within serviced apartments. Ensure adherence to response time standards. Act as the escalation point for complex cases, guiding the team and advising on effective responses.

Qualifications

Minimum 5-7 years of experience in hospitality or serviced apartment management, with at least 3 years in a leadership or managerial role. Proven track record of managing Guest Experience, Front Office, or Customer Service operations across multiple properties or regions. Experience working with OTA platforms (e.g., Booking.com, Expedia) and managing guest feedback channels. Demonstrated success in service recovery, complaint handling, and maintaining high guest satisfaction scores. Experience leading remote and multicultural teams is highly desirable.
Job Type: Full-time

Work Location: In person