Director of Quality & Operational Support in London

Located in Soho, W London owns the stage in the epicentre of the city’s cultural core. Plugged into 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 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 checklist—but 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 W’s 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.
  • Use 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.
  • 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.
  • 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 W’s brand voice.
  • Run weekly data reviews and present trends, wins, and risks to the management team with strategic recommendations.
  • 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.
• 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.
• Strategic Planning & Decision Making
  • Actively contribute to W London’s 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.
• 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 London’s 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.
  • 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 London’s values and Marriott’s ethical standards.

Other

• This is an on-property based role requiring the candidate to work onsite.
• 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.
• 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!
• 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.