Front Desk Manager / Duty Manager in London

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.

How You Will Make a Difference

• Lead daily operations with precision and flair, ensuring every guest interaction reflects W’s signature style.
• Set clear goals, stay organised, and keep the energy high to deliver standout service.
• Handle guest concerns with confidence and empathy–turn challenges into opportunities to impress.
• Understand how your department fuels the hotel’s success and consistently aim to exceed targets.
• Lead with authenticity, communicate clearly, make smart decisions, and inspire through action.
• Build a culture of trust, respect, and collaboration where everyone thrives.
• Be the example, model the behaviours that define exceptional service and leadership.
• Know the roles inside out. Step in seamlessly when needed to keep operations smooth.
• Foster open, supportive relationships across the team.
• Confidently oversee all front office areas when senior leaders are away.
• Go beyond expectations, create memorable moments that guests rave about.
• Coach the team to tune into guest needs and respond with creativity and care.
• Personally handle feedback and complaints with professionalism and warmth.
• Set the tone for guest relations—be visible, approachable, and solution‑focused.
• Empower the team to deliver exceptional service with confidence.
• Observe, guide, and support team members to continuously raise the bar.
• Use guest feedback to drive innovation and improvement.

YOUR EFFORTS, OUR APPRECIATION

• Meals – Tasty and varied complimentary meals in our Green Room canteen.
• Service Charge – Paid each month.
• Bonus Scheme – 5‑10% 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.

W Hotels are an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. We are committed to non‑discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.