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

https://careers.marriott.com/quality-and-training-manager/job/F880DA91F1A31D944CB6C27093BB3A02