W LONDON CONTROL YOUR BEAT Located in Soho, W London owns the stage in the epicentre of the citys cultural core. Plugged in to the pulse of Londons energetic social scene, this is where louder-than-life Soho mixes with the glitzy West End. ABOUT THE ROLE The Director of Quality & Operational Support is a key strategic member of the Guidance Team at W London, reporting directly to the General Manager . This role is responsible for championing service excellence and embedding a culture of quality across every touchpoint of the guest journey. While the position does not have direct reports, it holds significant influence across all departments, driving a mindset where quality is not a checklistbut a daily, lived experience. HOW YOU WILL MAKE A DIFFERENCE Quality & Service Leadership Act as a visible force on property, consistently observing service delivery across departments and providing real-time coaching, feedback, and recognition Cultivate an environment where quality is a daily mindset shared by all talent, regardless of role or level Partner closely with HODs and overall management team to embed Ws service philosophy into SOPs, rituals, and micro-moments across the hotel Serve as a role model for liberated luxury, demonstrating how personalization, flexibility, and emotional intelligence elevate the guest experience Identify service gaps and lead collaborative solutions with departmental teams to close them quickly and meaningfully Foster cross-departmental ownership of guest experience by encouraging shared accountability, quality-driven decision-making, and open communication. Brand Standard Excellence Oversee all brand audit initiatives from preparation to execution, including training, self-assessments, action planning, and cross-functional alignment Maintain fluency in W and Marriott brand standards, ensuring updates are clearly communicated and implemented Ensure full compliance with Marriott Standard Operating Procedures (SOPs), Local Standard Operating Procedures (LSOPs), and brand guidelines across all departments Lead structured property reviews, both announced and unannounced, with a focus on detail, consistency, and the unexpected Host onboarding sessions for new leaders to ensure early immersion into brand standards and expectations Serve as the internal expert on brand compliance, guiding leaders on authentic integration of standards Champion audit readiness throughout the year to build a culture of ongoing compliance and pride Manage the mystery shopper program, analyze results, and communicate insights into targeted improvement plans Ensure 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. Quality Assurance Program Champion Lead all aspects of programs such as LQA, Forbes etc., from internal education and training to committee management and reporting The role owns full compliance with quality programs such as LQA and Forbes, and achieving successful scoring and results in these assessments is a key component of the role Translate such quality program criteria into day-to-day behaviors, ensuring teams understand how to meet and exceed expectation Chair a cross-functional Quality Committee to drive momentum, innovation, and shared ownership Keep quality assurance programs such as LQA, Forbes etc. visible and relevant through storytelling, dashboards, recognition, and ongoing communication Conduct internal audits and simulations, coaching departments on service delivery enhancements Partner with regional Quality Leaders to share best practices and insights GuestVoice & Guest Insight Leadership Own and lead the guest feedback ecosystem, including guestVoice (or similar platforms) and external platforms (TripAdvisor, Booking.com, Google Reviews) Monitor, analyze, and respond to guest feedback using Ws brand voice empathetic, honest, solution-focused Run weekly data reviews and present trends, wins, and risks to the management team with strategic recommendations Utilize data collection and analysis to track defect trends, identify root causes, and inform strategic decisions Demonstrate and communicate key drivers of guest satisfaction, ensuring teams understand and act on brand-specific expectations Train managers and front-line teams on interpreting guest feedback and applying insights to service delivery Championing a problem-solving culture through root cause analysis, creative solutions, and impact measurement Chair a Guest Experience Committee to proactively review feedback and enhance processes, technology, and touchpoints Brand Culture & Programming Be W Londons living embodiment of the brand, showcasing Originality, Curiosity, Daring, and Momentum Deliver W brand trainings with energy and clarity, ensuring all talent understands brand personality and passion points Stay current with global W initiatives and ensure local relevance and integration Act as a bridge between W London and the broader W community, exchanging ideas and innovations Partner with management team to bring Ws five passion points Taste, Body, Scene, Sound, Stand to life Reporting & Analytics Deliver clear, insightful, and action-oriented reports across all quality programs (LQA, GuestVoice, Brand Audits) Conduct deep dives into GXP and other data platforms to highlight opportunities and emerging risks Facilitate process improvement initiatives using systematic methodologies to ensure measurable outcomes Collaborate with leadership to define and track KPIs linked to guest satisfaction, brand compliance, and service consistency Present findings through engaging communication formats decks, dashboards, storytelling to drive buy-in and action Operational & Strategic Support Lead and contribute to cross-functional projects that enhance guest experience or streamline systems Manage administrative elements of the Complimentary Room Program, ensuring compliance and documentation Oversee and elevate the Manager on Duty program, including training, structure, and performance tracking Lead various committees, meetings and training courses as directed Coordinate lobby presence programs, loyalty activations, and recognition events/programs with brand-aligned communication Ensure operational practices align with Marriott SOPs and LSOPs, maintaining consistency, safety, and service excellence Provide comprehensive support to the General Manager and leadership team across a variety of areas, including but not limited to, ad hoc projects, recurring administrative tasks, executive presentations, performance review materials, guest and vendor communications, meeting and event coordination, scheduling, and ad hoc training initiatives. Competitor & Industry Awareness Benchmark against direct competitors locally and internationally to stay ahead of service and design trends Conduct competitor visits and experience audits, sharing insights to evolve W Londons guest journey Lead discussions on market shifts and their impact on quality strategy, proposing proactive responses Culture, Learning & Development Partner with the Talent Acquisition & Development Manager to align training content with brand and service goals Deliver impactful, department-specific training modules based on performance trends and feedback Lead the Whats Up Daily stand-up with creativity and intent, using it to drive culture, alignment, and energy Serve as a cultural curator integrating values and vision into daily rhythm through consistent communication Participate in department meetings to share quality assurance insights, trainings and trends Strategic Planning & Decision Making Actively contribute to W Londons strategic planning process, ensuring quality and guest experience are central to long-term goals Provide data-driven insights and recommendations to support executive decision-making Collaborate with the GM and ExCom to align operational strategies with brand vision, market trends, and guest expectation Lead cross-functional planning sessions to identify opportunities for innovation, efficiency, and service elevation Translate strategic objectives into actionable plans with clear ownership, timelines, and measurable outcomes Communicate progress and adjustments effectively to maintain alignment and momentum Stakeholder Engagement & Strategic Communication Engage proactively with on property Guidance/Excom team, Area Teams, and Marriott above property leadership to understand strategic priorities and align quality initiatives accordingly Represent W Londons quality and guest experience strategy in stakeholder meetings, ensuring clarity, relevance, and alignment with broader business goals Advise the GM and Executive Committee/Guidance team on evolving operational and guest experience trends, using data and insight to support strategic decisions Communicate complex concepts including financial, operational, and guest experience data in a clear, persuasive, and brand-aligned manner Demonstrate awareness of owner priorities, balancing brand standards with financial stewardship and operational excellence Manage stakeholder communications with professionalism and empathy, ensuring transparency and trust Facilitate critique and planning meetings with department heads and managers to review performance, share insights, and drive continuous improvement Collaborative Leadership & Influence Foster a culture of collaboration by working closely with department heads, managers, and front-line teams to elevate service delivery and guest experience Influence cross-functional teams through coaching, data insights, and storytelling, driving alignment with brand standards and quality goals Support onboarding and training efforts by partnering with L&D and department leaders to ensure new hires receive impactful orientation and role-specific development Encourage cross-training and shared accountability across departments to build flexibility and resilience in daily operations Identify opportunities for individual and team development, offering informal mentoring, feedback, and recognition to support growth Facilitate open communication and feedback loops, promoting a psychologically safe environment where ideas and concerns are shared constructively Champion fairness, inclusion, and respect in all interactions, modeling W Londons values and Marriotts ethical standards Other This is an on-property based role requiring the candidate to work onsite. The role will involve limited travel. Complies with Marriott International policies and procedures Working hours as required to do your job but normally not less than 40 hours per week; including weekends and evening shifts Role is expected to cover Manager on Duty shifts approx. 1 x per month (weekend shift with overnight stays) Available to work on bank holidays and weekend shifts Be knowledgeable of all applicable SOPs/ LSOPs and ensure controls points are implemented and are effective as outlined in Audit Participate in onsite and offsite trainings, seminars and/or conferences as directed by management Performs other related tasks as assigned by management. 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.

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