Luxury Quality & Training Leader

W Hotels; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Meals - complimentary meals in Green/C

Service charge - paid monthly

Bonus scheme - 10-20%

Job summary

W London seeks a Quality and Training Manager to drive service excellence and embed a culture of continuous learning across the guest journey. Reporting to the General Manager, you will champion quality programs, mentor leaders, and align operations with W’s luxury lifestyle brand.

You will leverage Total Quality Management principles, real-time coaching, and cross‑functional collaboration to elevate guest satisfaction and brand standards.

Qualifications

• College degree in hospitality, business, or related field.
• Minimum 4 years in hospitality leadership roles; operations experience preferred.
• Fluent English; second language is a plus (French, German, Spanish).
• Experience in training, learning & development or quality roles within hospitality.

Responsibilities

• Coach managers on adopting Total Quality Management leadership style.
• Conduct monthly audits to ensure brand standards are met.
• Drive quality initiatives and cross‑functional process improvements.
• Lead learning programmes and measure transfer to operational performance.

Skills

Facilitation

Presentation skills

Coaching

Influencing

Learning & development

Quality assurance

Hospitality leadership

English (fluent)

Education

College degree preferred

Trainer qualification or CIPD beneficial

Tools

Total Quality Management

Quality audits

Data analysis

Job description

W London seeks a Quality and Training Manager to drive service excellence and embed a culture of continuous learning across the guest journey. Reporting to the General Manager, you will champion quality programs, mentor leaders, and align operations with W’s luxury lifestyle brand.

You will leverage Total Quality Management principles, real-time coaching, and cross‑functional collaboration to elevate guest satisfaction and brand standards.