Quality and Training Manager

Additional Information Job Number 26115393

Job Category Procurement, Purchasing, and Quality Assurance

Location 10 Wardour Street, London Engla W1D 6QF, United KingdomVIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type

W LONDON – CONTROL YOUR BEAT

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 Quality and Training Manager is a key member of the leadership team at W London, reporting directly to the General Manager with a dotted line to Director of Talent Resources. This role is responsible for championing service excellence, embedding a culture of quality across every touchpoint of the guest journey, and leading the hotel’s learning and development strategy. While the position does not have direct reports, it holds significant influence across all departments, driving a mindset where quality and continuous learning are daily, lived experiences.

This role is central to delivering W’s brand vision: from being the original hospitality disruptor to becoming the global luxury lifestyle brand for the next generation of connectors. The role leads with emotional intelligence, attention to detail, and a passion for liberated luxury—where personalization, flexibility, and meaningful connections define the guest experience.

Acting as the hotel’s quality conscience, they ensure that both tangible and intangible elements of service reflect W’s bold identity. From Total Quality Management principles to real-time coaching and cross-functional collaboration, the role is about inspiring teams to elevate the ordinary into the extraordinary. The role is also the guardian of key quality programs such as LQA, brand audits, guestVoice etc., with successful scoring and continuous improvement being critical measures of success.

With a deep understanding that luxury is not one-size-fits-all, the Quality and Training Manager brings W’s values - Originality, Curiosity, Daring, and Momentum - to life through every interaction. They embody the brand’s personality - Passionate, Playful, Polished, and Audacious - and activate its passion points: Taste, Body, Scene, Sound, and Stand. Whether guiding heads of department, leading service rituals, translating guest insights into action, or building learning programmes that strengthen capability and confidence, this role is essential to shaping W London’s reputation as a leader in liberated luxury.

CANDIDATE PROFILE

Education And Experience

• College degree preferred.
• Minimum 4 years experience in relevant hospitality leadership roles; including operations.
• Luxury experience preferred.
• Languages: English (fluent orally/written), 2nd language preferred (French, German, Spanish)
• Previous experience in training, learning and development, or quality role within hospitality.
• Strong facilitation, presentation, coaching, and influencing skills.
• Proven ability to assess learning needs, design and deliver training, and measure learning transfer into operational performance.
• Trainer qualification or Chartered Institute of Personnel and Development certification is beneficial.

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

• Coaches managers on adopting the Total Quality Management leadership style.
• Conducts monthly audit to ensure compliance with company and brand standards
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Directs property quality efforts to address critical customer requirements.
• Assists with regional and/or company-wide implementation of company best practices.
• Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

• Ensures 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.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes issues and identifies trends.

Managing The Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate c…