Quality Manager – W London – Leicester Square


Job Number 19000NRE
Job Category Procurement| Purchasing| and Quality Assurance
Location W London – Leicester Square| 10 Wardour Street| London| Greater
London| United Kingdom
Brand W Hotels
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
Boldly coloring outside the lines of luxury| W turns the traditional notion of
the extravagant hotel on its head. Our irreverent attitude and taste for
excess redefine revelry for the modern jet set. Our guests have a lust for a
life less ordinary that drives them to demand more| experience it all| and hit
We share our guests’ passions| providing insider access to what’s new and
what’s next. Moderation is not in our vocabulary and we know that lust for
life demands more| not less. W guests soak it in and live each day with a
mantra: Detox.Retox.Repeat. If you’re ready to create the energetic W scene
that is magnetic to everyday disruptors around the world| then we invite you
to explore a career with W Hotels.



Helps drive W Brand values and philosophy and ensures all training and
development activities are strategically linked to the hotel’s mission and
vision. Works with property leadership team to analyse and identify actionable
services changes in regards to GSS (Guest Satisfaction Survey) guest feedback|
spot tests departments regularly and assist all Head of Departments in driving
brand loyalty and guest satisfaction with action plans and
trainings/workshops. The position is responsible for ensuring effective
training and action planning is in place to enable the achievement of desired
business and loyalty results. Training programs and action plans focus on a
variety of topics| including product knowledge| company philosophy| and
customer service and leadership skills. Conducts needs assessments| designs
and develops training programs and facilitates the delivery of both custom and
corporate training programs. Measures the effectiveness of training and GSS
scores to ensure a return on investment.


Education and Experience

·At least four years of operational experience in hospitality luxury lifestyle
brands is required

·Imersion in the W brand or a comparable lifestyle hospitality brand is

·Must have the hunger and the desire to champion everything to do with Quality

·Positive enthusiasm and energy must be contagious

·The ability to influence brand and service culture through a variety of
training interactions

·Experienced in delivering impactful presentations

·Proficient in Microsoft Programs – Excel| Word| Powerpoint and others


Key Responsibilities

·Create and encourage an environment of “continuous improvement”

·Report on W Leicester Square GSS progress| highlighting areas on concern and
areas of success

·Provide precise and tangible daily feedback to Leadership team as Heads of
Department on operational performance

·Identify service gaps by monitoring operations and by gathering talent´s

·Design and implement plans to increase GSS scores to set targets

·Translate W DNA into daily operational tasks to ensure W Brand is adopted by
talents and processes at all times.

·Instil W brand culture in all Talent| praising those who embrace it and
questioning those who don’t

·Partner with Heads of Department and create strong relationships built on

·Ensure daily departmental Warm up Meetings are being held per shift| ensuring
key hotel| operational and brand information reach all talents at all levels.

·Participate in Departmental meetings to assist HOD and to contribute in
communication and quality improvements topics.

·Identify training needs based on analysis of GSS feedback

·Design and conduct training interactions to increase GSS scores in
collaboration with the L&D team

·Train and deliver W Service Culture inductions and day to day training.

·Translate W DNA into daily operational tasks to ensure W Brand is adopted by
talents and processes at all times.

·Leverage existing L&D resources in the Marriott London Complex

·Coach Talent through operational interactions

·Communicate hotel GSS results during daily| weekly and monthly reports

·Share| Celebrate and recognize WOW Moments. Use as example of expected
results from talents.

·Update| design and deliver W STORYBOARD whenever is needed.

·Provide recognition to talents based on guest comments| letters or emails.

·Support Leadership team with content of Warm Up report

·Chair Quality and Brand Culture meetings with key stakeholders

·Assist HOD with departmental HID´s (SOP´s) and assure effective
implementation. Provide support and guidance if changes are needed.

·Assist HOD with implementation of initiatives| products| service or
processes. Ensure all changes match W DNA and positively impact GSS metrics.

Administering Employee Training Programs

·Promotes and informs employees about all training programs.

·Displays leadership in guest hospitality| exemplifies excellent customer
service and creates a positive atmosphere for guest relations.

·Helps employees identify specific behaviors that will contribute to service

·Ensures employees receive on-going training to understand guest expectations.

·Uses effective training methods to ensure employees have a good understanding
of guest satisfaction and can demonstrate guest satisfaction skills.

·Meets with training cadre on a regular basis to support training efforts.

·Observes service behaviors of employees and provides feedback to individuals
and/or managers.

Evaluating Training Programs Effectiveness

·Monitors enrollment and attendance at training classes.

·Meets regularly with participants to assess progress and address concerns.

·Partners with operational leaders to assess if employees demonstrate
effective technical and leadership skills.

·Reviews comment cards| guest satisfaction results and other data to identify
areas of improvement.

·Measures transfer of learning from training courses to the operation.

·Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

·Ensures all training and development activities (department specific and
general property training) are strategically linked to the organization’s
mission and vision.

·Identifies performance gaps and works with managers to develop and implement
appropriate training to improve performance.

·Makes any necessary adjustments to training methodology and/or re-trains as

·Aligns current training and development programs to effectively impact key
business indicators.

·Establishes guidelines so employees understand expectations and parameters.

·Develops specific training to improve service performance.

·Drives brand values and philosophy in all training and development

·Incorporates guest satisfaction as a component of departmental meetings with
a focus on continuous improvement.