Quality and Training Manager

W LONDON - CONTROL YOUR BEAT

Located in Soho, W London owns the stage in the epicentre of the city's cultural core. Plugged in to the pulse of London's energetic social scene, this is where louder-than-life Soho mixes with the glitzy West End.

ABOUT THE ROLE

The Quality and Training Manager is a key member of the leadership team at W London, reporting directly to the General Manager with a dotted line to Director of Talent Resources. This role is responsible for championing service excellence, embedding a culture of quality across every touchpoint of the guest journey, and leading the hotel's learning and development strategy. While the position does not have direct reports, it holds significant influence across all departments, driving a mindset where quality and continuous learning are daily, lived experiences.

This role is central to delivering W's brand vision: from being the original hospitality disruptor to becoming the global luxury lifestyle brand for the next generation of connectors. The role leads with emotional intelligence, attention to detail, and a passion for liberated luxury-where personalization, flexibility, and meaningful connections define the guest experience.

Acting as the hotel's quality conscience, they ensure that both tangible and intangible elements of service reflect W's bold identity. From Total Quality Management principles to real-time coaching and cross-functional collaboration, the role is about inspiring teams to elevate the ordinary into the extraordinary. The role is also the guardian of key quality programs such as LQA, brand audits, guestVoice etc., with successful scoring and continuous improvement being critical measures of success.

With a deep understanding that luxury is not one-size-fits-all, the Quality and Training Manager brings W's values - Originality, Curiosity, Daring, and Momentum - to life through every interaction. They embody the brand's personality - Passionate, Playful, Polished, and Audacious - and activate its passion points: Taste, Body, Scene, Sound, and Stand. Whether guiding heads of department, leading service rituals, translating guest insights into action, or building learning programmes that strengthen capability and confidence, this role is essential to shaping W London's reputation as a leader in liberated luxury.

CANDIDATE PROFILE

Education and Experience

• College degree preferred.
• Minimum 4 years experience in relevant hospitality leadership roles; including operations.
• Luxury experience preferred.
• Languages: English (fluent orally/written), 2nd language preferred (French, German, Spanish)
• Previous experience in training, learning and development, or quality role within hospitality.
• Strong facilitation, presentation, coaching, and influencing skills.
• Proven ability to assess learning needs, design and deliver training, and measure learning transfer into operational performance.
• Trainer qualification or Chartered Institute of Personnel and Development certification is beneficial.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.

• Conducts monthly audit to ensure compliance with company and brand standards

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Assists with regional and/or company-wide implementation of company best practices.

• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

• Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.

• Uses data collection methods to compile, display, track, and analyze defect trends.

• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.

• Analyzes issues and identifies trends.

Managing the Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Models service behaviors that meet or exceed guest expectations.

YOUR EFFORTS, OUR APPRECIATION

• Meals - Tasty and Varied Complimentary Meals in our Green Room canteen.
• Service Charge - Paid each month!
• Bonus Scheme - 10-20% Bonus Plan
• Learning and Growing - Access to the best digital and classroom based training resources and cross exposure opportunities
• Apprenticeships - Opportunities to undertake an apprenticeship to support your development in your role.
• Holiday - 31 days of holiday including public holidays (enhanced holiday benefit based on length of service)
• Uniform - Complimentary dry cleaning.
• Company Pension Scheme - Save for your future.
• Take Care - Access to our Take Care Emotional Wellbeing Resources & Associate Assistance Service
• Celebrate - Awards and Recognition Celebrations
• BenefitHub - Access to further discounts for shopping, cinema tickets, technology and more!
• Events - Monthly Calendar of Associate Focused & Fun Events
• Long Service Recognition - Dedicated appreciation events for when you reach career milestones within the company.
• Global Marriott Hotel Discounts - Accessible to you and your loved ones, travel the world with Marriott International.
• Food & Beverage Discounts - 20% Discount in all F&B outlets within Marriott Properties
• Spa Discounts - 30% discount in our Away Spa

ELIGIBILITY TO WORK IN THE UK

Please note, all candidates applying for this role must have obtained the right to work and live in the UK. Documented evidence of eligibility will be required from candidates as part of our recruitment process.

At W Hotels, 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.