Director of Quality & Operational Support Join to apply for the Director of Quality & Operational Support role at W London
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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 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.
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
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.
Seniority level Seniority level Director
Employment type Employment type Full-time
Job function Job function Quality Assurance
Industries Hospitality
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