Change Management & Quality Assurance Supervisor

Team

Reservations • Reports to: Head of Reservations • Contract: Full-time

Location & Hours

Based at our London offices 5 days per week, with core hours of 9-5 (40 hour working week). Flexibility required to travel across the UK and Ireland, depending on business needs.

About edyn

At edyn, we're creators of beautifully designed spaces and unique experiences that celebrate the diverse and colourful nature of life. Across our family of brands - including Locke, Cove and SACO - we offer more than just a place to stay. We believe in soulful hospitality: welcoming environments where guests can live, work and explore in ways that make them feel truly at home.

Our people are at the heart of this. We're curious, brave and human, and we look for colleagues who share our passion for making travel a richer, more meaningful experience.

Why this role exists

Our Reservations team is central to that promise. As Change Management & Quality Assurance Supervisor, you'll be the guardian of consistency and improvement - making sure our processes, tools and training empower our people to deliver effortless, memorable guest experiences. You'll also lead the way when change happens, ensuring our team feels supported, confident and ready.

What you'll be doing

• Championing continuous improvement - simplifying, streamlining and refining how we work so we're always guest-ready.
• Partnering with Marketing & Digital - ensuring our FAQs, web content and digital tools are intuitive, accurate and helpful.
• Owning training & knowledge - building engaging training materials and onboarding pathways with Team Leaders so every new colleague feels supported.
• Keeping quality high - monitoring for issues across systems, bookings and guest interactions, and coordinating solutions that prevent repeat problems.
• Supporting smarter scheduling - helping Team Leaders plan resources in line with guest demand, campaigns, and seasonal patterns.
• Leading through change - being the key contact for major systems or process changes, and ensuring the team is prepared, informed and supported.

How success will be measured

• More guests using and enjoying digital self-service options.
• Consistent quality across guest interactions, with QA scores improving over time.
• Faster, smoother onboarding for new colleagues.
• Service levels protected during peaks or change events.
• Fewer recurring issues thanks to root-cause fixes.
• KPIs include:
  • Continuous improvement in Conversion % and Basket Value
  • Continuous improvement in customer satisfaction
  • Increased deflection to digital as a % of interactions

What you'll bring

• Experience in hospitality, reservations, or a contact centre environment, ideally with a focus on quality, process or change.
• Confidence with guest contact systems, CRM tools and scheduling/WFM systems.
• An analytical mindset - you spot patterns, solve problems, and translate data into action.
• Excellent communication skills - you can explain things simply and inspire confidence in others.
• A collaborative style, with the ability to work across multiple teams.
• Bonus if you've worked with Lean/continuous improvement or have designed training content.

Who you are

• Guest-focused, with a natural empathy for the guest journey.
• Calm and solutions-driven under pressure.
• Passionate about learning and knowledge-sharing.
• Curious, open to change and confident to challenge "the way it's always been done."

At edyn, we're building a culture that's bold, soulful and human. If you're passionate about improving experiences, thrive on change, and want to make a difference in how we connect with our guests, we'd love to hear from you.