At LQA, we’ve been at the forefront of global luxury hospitality for over 20 years. In close partnership with the industry, we define and set the gold standard for luxury service, supporting more than 3,000 of the world’s finest hotels across 130+ countries in delivering exceptional guest experiences.
Our clients include Bulgari, Armani, LVMH, Raffles, Four Seasons, Fairmont, Mandarin Oriental, Aman, Six Senses, Rocco Forte, Pan Pacific, Jumeirah, Corinthia, M Gallery, Orient Express, and many more.
We’re renowned for our anonymous guest service assessments, where our team goes undercover as regular guests to evaluate the experience and service across 1,000 touchpoints—providing hotels with unparalleled insight into their performance. In addition, we deliver industry‑leading hospitality training that equips hotel teams with the skills, knowledge, and confidence to consistently deliver world‑class service.
Expanding our reach and impact, we’ve recently launched a mobile app and opened the Academy by LQA in Lisbon, offering immersive, in‑person training within our own luxury hotel environment.
LQA is in a significant phase of growth, expanding by over 30% year‑on‑year with no signs of slowing.
This role is key to ensuring exceptional client service and seamless coordination between our clients and internal teams. Working closely with the Client Experience Manager, the individual will play an active part in maintaining high service standards and supporting day‑to‑day client operations.
Key responsibilities include managing client correspondence, responding to queries promptly, coordinating with internal teams to resolve issues, and assisting with administrative tasks that support the wider operations function. The role also involves maintaining accurate records, monitoring communications, and ensuring all client interactions are handled with professionalism and warmth.
It’s a great fit for someone who’s proactive, organised, and personable, confident in communication, detail‑oriented, and motivated by delivering outstanding client experiences in a fast‑paced environment.
KEY DUTIES
* Following a comprehensive training period, act as the first point of contact for client queries, ensuring timely, professional, and solution‑focused responses via phone and email.
* Support the management team in developing and maintaining strong client relationships, ensuring all interactions reflect the company’s high service standards.
* Build a strong working knowledge of company standards to ensure accurate information is provided to clients and all complaints or queries are resolved appropriately, in line with internal guidance and SOPs.
* Assist in drafting and managing client correspondence, including follow‑up emails, query letters, and complaint responses.
* Track and manage client issues and feedback using internal systems (including Zendesk).
* Liaise effectively with internal departments to ensure accurate and efficient resolution of client matters.
* Maintain accurate and up‑to‑date records of all client communication and activity.
* Support client onboarding and conduct website demonstrations for new users.
* Contribute to process improvements within the Operations department to enhance efficiency, consistency, and service quality.
* Provide general administrative and project support to the wider team as required (report processing & expense approval).
ATTRIBUTES AND SKILLS TO SUCCEED
KEY SKILLS
* Previous experience in a customer service or client‑facing role (experience within the hospitality, travel, or service industries is highly advantageous).
* Strong administrative and organisational skills, with exceptional attention to detail.
* Excellent written and verbal communication skills, with a professional and empathetic tone.
* Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
* Experience with Zendesk or other ticketing systems preferred.
* Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
* A positive, solutions‑oriented attitude and a collaborative working style.
REQUIREMENTS
* A natural and confident communicator with a strong commitment to delivering excellence.
* Proven ability to resolve challenges effectively and build trust through exceptional service.
* Highly organised, efficient, and detail‑oriented, with a proactive approach to managing workload.
* Collaborative team player who enjoys working with others to achieve shared goals.
* Calm and composed under pressure, maintaining professionalism in all client interactions.
Seniority Level
Entry level
Employment Type
Full‑time
Industry
Hospitality
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