Job Description

Additional Information

Job Number

25171382

Job Category

Rooms & Guest Services Operations

Location

W London, 10 Wardour Street, London, England, United Kingdom, W1D 6QF

Schedule

Full Time

Located Remotely?

N

Position Type

Management

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.

HOW YOU WILL MAKE A DIFFERENCE

Leading the Rooms Division

Acts as a brand ambassador, consistently delivering W Hotels' elevated service philosophy across all guest touchpoints. Communicates departmental objectives with clarity, ensuring alignment and engagement across the Rooms team. Demonstrates strategic decision making to drive operational momentum and achieve property goals. Promotes room categories, packages, and brand curated experiences to optimise revenue and guest satisfaction.

Operational Strategy & Profitability

Identifies service trends and operational opportunities through performance analysis and guest insights. Collaborates with the Guidance Leadership Team to develop and execute strategies aligned with the brand's business and lifestyle positioning. Oversees departmental expenditures, ensuring financial discipline while maintaining service excellence.

Revenue Management & Performance

Monitors Rooms revenue performance against budget, identifying opportunities for growth and efficiency. Interprets financial reports and KPI's to guide strategic decisions and operational adjustments. Coaches department leaders to manage occupancy, rate, labor, and controllable expenses with precision and accountability. Reviews wage performance against budget, providing guidance to ensure fiscal responsibility and team ownership.

Guest Experience Leadership

Champions the brand's guest satisfaction drivers, ensuring service delivery reflects W Hotels' bold and lifestyle luxury identity. Leads by example, fostering a culture of excellence and inspiring the team to exceed guest expectations. Reviews guest feedback and implements targeted actions to enhance the overall experience. Coordinates event and stay details with accuracy and professionalism, ensuring seamless execution. Creates immersive environments across Rooms operations that reflect the brand's lifestyle luxury promise. Resolves guest concerns with empathy and discretion, maintaining brand integrity and guest loyalty. Applies sound judgment and brand expertise to personalize and elevate the guest journey. Maintains a visible and engaged presence, gathering insights and fostering meaningful guest connections. Translates feedback into actionable improvements, driving continuous enhancement of service delivery. Reinforces guest satisfaction as a core focus in team communications, performance reviews, and operational planning. Ensures talent's understand expectations and are empowered to deliver with confidence and consistency. Encourages innovation and creative problem-solving to overcome challenges and elevate guest satisfaction.

YOUR EFFORTS, OUR APPRECIATION

Complimentary Meals -

Enjoy tasty and varied meals every day in our Green Room canteen.

Bonus -

20-30% bonus plan entitlement.

Medical Cover -

Private medical insurance and optional dependant enrolment.

Learning & Development -

Access industry leading digital and classroom based training resources, plus opportunities for cross-exposure across departments.

Apprenticeships -

Take advantage of apprenticeship programmes designed to support your growth and development in your role.

Holiday Entitlement -

31 days of holiday including public holidays, with enhanced benefits based on length of service. (Pro rata)

Refer a Friend Scheme -

Earn 250 when you successfully refer a new team member. (Terms & Conditions apply)

Pension Scheme -

Plan for your future with our secure and supportive pension offering.

Recognition & Celebration -

We celebrate success through awards, recognition events, and career milestone celebrations.

High Street Discounts -

Enjoy exclusive discounts on shopping, eye tests, cinema tickets, technology, and more.

Monthly Associate Events -

Participate in a vibrant calendar of fun, associate-focused events.

Long Service Recognition -

Dedicated appreciation events to honour your career milestones with the company.

Global Marriott Stay Discount -

Travel the world with exclusive hotel discounts for you and your loved ones across Marriott International.

Health Assured & Wisdom App -

24/7 confidential support for your mental, emotional, and financial wellbeing.

Food & Beverage Discount -

Receive 20% off in all food and beverage outlets within Marriott properties.

Spa Discount -

Relax and recharge with 30% off treatments in the W London 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.

At W Hotels, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.


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.