W Hotels' mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We're here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests' passions to life. If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you.
W Edinburgh is hiring a Quality Manager to join the team! We invite you to play an integral part in bringing to life this award-winning hotel, situated in the heart of Edinburgh.
Explore an exciting new career path at W Hotels where your natural talent is celebrated. W Hotel's work culture is uniquely designed to spark your imagination and curiosity while bringing the W experience to life for guests.
ABOUT THE BRAND
Ignite Curiosity, Expand Worlds. W Hotels are a place to experience life. We're here to open doors and open minds. With us, there's always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever.
ABOUT THE ROLE
Reporting to the Director of Operations, the Quality Manager at W Edinburgh has overall responsibility for implementing quality assurance processes, and represents the voice of the guest at leadership level to ensure they remain at the core of decision-making.
We are looking for someone who is analytical, a polished presenter and understands luxury!
As Quality Manager, key aspects of your role will include:
Ensure the brand voice is reflected in every aspect of the operation and communication with guests
Motivate teams to create strong relationships with guests
Foster a culture of data-driven decision making in the hotel
Continuously evaluate Quality KPIs
Immerse yourself in the operation to better understand reality, observe defects and help monitor solutions
Conduct monthly audits
Partner with L&D to deliver empowerment and quality mindset training to Talent
Identify performance gaps and work collaboratively with Heads of Departments to develop training resolutions
Regularly analyse all forms of guest feedback and ratings, and develop strategies to target weak areas
Support operational leaders to respond to guest feedback
Celebrate strong performance throughout the hotel
Serve as a coach and role model for employees
Our ideal Quality Manager is someone who has:
Advanced data analysis skills
Polished presentation skills, excellent in the art of storytelling with data
An understanding of Total Quality Management tools
A keen eye for detail
Strong organization and multi-tasking skills
Sophisticated communication skills
Previous experience working in operations in luxury hotels (preferably with Forbes experience)
A positive mindset
A genuine passion for their role
In return for your hard work, we give you:
World class training and development, including leadership development
Unlimited career opportunities (internationally and locally)
Bonus plan
Enhanced holiday entitlement - starting at 31 days (including bank holidays) and increasing with length of service
Company pension scheme
Private medical insurance
Wellness and mental health programmes
Discounted accommodation, food and beverage in over 9,000 hotels all over the world!
Discounts for your friends and family
ABOUT THE PROPERTY
W Edinburgh brings bold architecture and a vibrant lifestyle offering to the Scottish capital. Behind a faade featuring a winding steel ribbon - reflecting the city's festival spirit - this 12-storey structure is the centerpiece of Edinburgh St James Quarter, incorporating retail, leisure and entertainment facilities along with residential apartments.
This W hotel helps redefine the city's hospitality landscape. Accordingly, it fuses the brand's signature amenities with modern design and W Happenings, highlighting what's new in design, fashion, music and culture.
Built in 2023, this new W hotel accommodates guests across 244 stylish guestrooms, including 45 suites. While staying here, guests benefit from the brand's signature Whatever / Whenever service philosophy.
A real highlight of this property is its rooftop bar and outdoor terrace, pairing exciting cocktails and cuisine with 360-degree views over the historic city. Among the other noteworthy amenities are the W Lounge, a restaurant collaboration with SUSHISAMBA, a FIT workout facility and an AWAY spa, with special functions hosted in 2,450 sq ft of modern event space.
If this sounds like the perfect role for you, apply to be our Quality Manager today!
Marriott International is 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.
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