Director of Rooms W London

Description

W LONDON - CONTROL YOUR BEAT

Located in Soho W London owns the stage in the epicentre of the citys cultural core. Plugged in to the pulse of Londons energetic social scene this is where louder-than-life Soho mixes with the glitzy West End.

HOW YOU WILL MAKE A DIFFERENCE

Strategic Leadership & Operational Excellence

• Actively contribute to W Londons strategic planning process ensuring quality and guest experience are central to long-term goals
• Leads the development and execution of tailored operational strategies for the Rooms Division ensuring alignment with brand vision business goals and evolving guest expectations.
• Establishes clear priorities and performance frameworks across Front Office Housekeeping Spa Style and other Rooms-related departments to drive consistency efficiency and excellence.
• Collaborates cross-functionally with Engineering Food & Beverage and other key stakeholders to deliver integrated guest experiences and execute strategic projects with precision.
• Monitors and analyzes operational KPIs guest feedback and financial metrics to identify trends inform decisions and drive continuous improvement.
• Serves as a visible and accessible leader fostering a culture of accountability collaboration and innovation across all operational teams.
• Provide data-driven insights and recommendations to support executive decision-making
• Collaborate with the GM and ExCom to align operational strategies with brand vision market trends and guest expectation
• Lead cross-functional planning sessions to identify opportunities for innovation efficiency and service elevation
• Translate strategic objectives into actionable plans with clear ownership timelines and measurable outcomes
• Communicate progress and adjustments effectively to maintain alignment and momentum

Financial Performance & Revenue Optimization

• Oversees one of the hotels most financially impactful divisions with direct responsibility for managing key profit drivers and cost controls across Rooms operations.
• Develops and executes strategic plans to optimize occupancy rate labour efficiency and controllable expenses ensuring strong contribution margins and operational sustainability.
• Works closely with the Welcome Office leadership to strategically manage room inventory implement effective upsell initiatives and refine operational processesensuring a mindset that every opportunity to maximize room revenue is identified and executed with precision
• Partners with Finance Revenue Management and department heads to identify and activate opportunities for incremental revenue and cost efficiencies.
• Interprets financial reports forecasting models and performance KPIs to guide data-driven decision-making and ensure budget adherence.
• Leads productivity and cost-containment initiatives that maximize return on investment while maintaining service excellence and brand integrity.

Quality & Guest Service Leadership and Delivery

• Champions the brands service vision by embedding personalization and emotional intelligence into every guest interaction ensuring consistent delivery of exceptional experiences that are both meaningful and memorable
• Leads quality and service excellence within the Rooms Division ensuring brand standards are consistently upheld across all touchpoints.
• Acts as a visible and engaged leader regularly observing service delivery and providing real-time coaching feedback and recognition to elevate performance.
• Fosters a culture where quality is embedded into daily routines and embraced by all talent regardless of role or level.
• Collaborates closely with the Quality Manager and other department heads to align on service strategies integrate Ws service philosophy into SOPs rituals and micro-moments and drive continuous improvement.
• Serves as a role model for liberated luxury demonstrating how personalization flexibility and emotional intelligence enhance the guest experience.
• Identifies service gaps within the Rooms Division and leads cross-functional efforts to address them swiftly and meaningfully leveraging guest feedback and data insights to inform service enhancements and innovation
• Demonstrates a relentless focus on problem-solving by instilling a culture of root-cause analysis and continuous improvementensuring that no opportunity for enhancement is overlooked. Ownership and accountability begin with this role and cascade through the Rooms Division setting the tone for operational excellence and proactive leadership.
• Maintain a strong presence in guest areas to build relationships and proactively address concerns.

Brand Standard Excellence

• Leads brand compliance efforts within the Rooms Division ensuring all standards are consistently upheld and embedded into daily operations.
• Partners closely with the Quality Manager to align on audit preparation training and action planning ensuring a unified approach to service and brand excellence.
• Maintains fluency in W LQA and Marriott brand standards proactively communicating updates and guiding implementation across relevant departments.
• Oversees execution of brand audits including self-assessments cross-functional coordination and post-audit improvement plans for rooms division.
• Champions a culture of audit readiness and pride integrating brand standards into SOPs rituals and leadership practices.
• Utilizes quality tools and data analysis to monitor trends identify gaps and support continuous improvement initiatives.

Brand Culture & Programming

• Acts as a key ambassador of the W brand within the Rooms Division consistently embodying the values of Originality Curiosity Daring and Momentum in leadership and service delivery.
• Leads the integration of brand culture into daily operations ensuring that Ws personality and passion points are reflected in guest interactions team rituals and service moments.
• Supports in delivering brand training and immersion experiences with clarity and energy ensuring all Rooms talent understand and live the brands ethos.
• Partners with the Quality Manager and broader leadership team to localize global brand initiatives and bring Ws five passion points Taste Body Scene Sound Stand to life in meaningful guest-centric ways.
• Serves as a connector between W London and the wider W rooms division community exchanging ideas innovations and best practices to continuously evolve the brand experience.

Operational Execution

• Ensure full compliance with brand standards and operational processes embedding consistency and excellence into daily routines across the Rooms Division.
• Conduct routine walkarounds and inspections to proactively identify and resolve operational issues uphold cleanliness and maintenance standards and ensure a seamless guest experience.
• Lead and champion the use of all Marriott International systems that enhance guest experience and operational efficiency including GXP Empower Mint Marriott Reporting Digivalet and others.
• Take overall ownership of driving Bonvoy initiatives with a particular focus on the enrollment program ensuring front-line teams are engaged trained and consistently delivering on program goals.
• Maintain strong system knowledge of key platforms such as PMS GXP Empower Mint Marriott Reporting and Digivalet leveraging data and insights to inform decisions and improve performance.
• Promote a culture of accountability and excellence ensuring that operational execution supports both strategic objectives and the delivery of exceptional guest service.
• Serve as the Executive Sponsor from the Rooms Division for the PPM (Planned Preventive Maintenance) program working directly with the Engineering team to ensure alignment execution and follow-through on all maintenance schedules and standards.
• Actively support and participate in the Manager on Duty program ensuring visible leadership presence and responsiveness to guest and operational needs.
• Champion the Lobby Hosting program guest loyalty evens activation etc. fostering meaningful guest interactions and promoting a welcoming personalized experiences.

Safety Compliance & Standards

• Lead the overall Loss Prevention function ensuring full compliance with all local regulations Marriott policies and audit requirements.
• Ensure robust implementation and oversight of all Fire Life Safety (FLS) systems maintaining a solid understanding of their operation and effectiveness.
• Establish and maintain strong relationships with the landlord and their agents particularly in relation to FLS matters ensuring alignment and responsiveness to shared responsibilities.
• Oversee all safety and security training and protocols ensuring they are current comprehensive and consistently delivered across the Rooms Division.
• Conduct regular walkthroughs of the property to proactively inspect identify and address any safety or compliance shortcomings.
• Stay informed and responsive to all updates from Marriott and local authorities regarding safety security and FLS standards ensuring timely implementation and communication.
• Ensure compliance with health safety and security protocols to protect guests associates and assets fostering a culture of vigilance and accountability.
• Uphold brand standards and local operating procedures with consistency and rigor embedding them into daily operations and strategic initiatives.
• Maintain confidentiality and professionalism in all interactions and documentation particularly in sensitive or security-related matters.

Talent Leadership & Culture Building

• Lead with empathy integrity and vision to inspire and develop a high-performing team.
• Drive associate engagement through transparent communication recognition and career development.
• Implement robust performance management practices including goal setting coaching and feedback.
• Promote diversity equity and inclusion ensuring a respectful and empowering workplace.
• Partner with the L&D Manager to align training content with brand and service goals as it relates to Rooms Division.
• Ensure Rooms management team deliver impactful department-specific training modules based on performance trends and feedback
• Participating in leading Whats Up Daily stand-up with creativity and intent using it to drive culture alignment and energy.
• Act as a change agent leading the implementation of brand and regional initiatives while also taking ownership of significant and sometimes complex projects that require balancing day-to-day operational matters with project-specific tasks.
• Encourage creative problem-solving and agile thinking to adapt to evolving guest and business needs especially in the context of managing both strategic initiatives and operational demands.
• Foster a culture of innovation and continuous learning across the Rooms Division ensuring the team remains adaptable and forward-thinking in both routine operations and project execution.
• Provide comprehensive support to the General Manager and leadership team across a variety of areas including but not limited to ad hoc projects recurring administrative tasks executive presentations performance review materials guest and vendor communications meeting and event coordination scheduling and ad hoc training initiatives.
• Engage proactively with on property Guidance/Excom team Area Teams and Marriott above property leadership to understand strategic priorities and align quality initiatives accordingly
• Represent W Londons quality and guest experience strategy in stakeholder meetings ensuring clarity relevance and alignment with broader business goals
• Advise the GM and Executive Committee/Guidance team on evolving operational and guest experience trends using data and insight to support strategic decisions
• Communicate complex concepts including financial operational and guest experience data in a clear persuasive and brand-aligned manner
• Demonstrate awareness of owner priorities balancing brand standards with financial stewardship and operational excellence
• Manage stakeholder communications with professionalism and empathy ensuring transparency and trust
• Facilitate critique and planning meetings with department heads and managers to review performance share insights and drive continuous improvement
• Benchmark against direct competitors locally and internationally to stay ahead of service and design trends
• Conduct competitor visits and experience audits sharing insights to evolve W Londons guest journey
• Lead discussions on market shifts and their impact on quality strategy proposing proactive responses
• Foster a culture of collaboration by working closely with department heads managers and front-line teams to elevate service delivery and guest experience
• Influence cross-functional teams through coaching data insights and storytelling driving alignment with brand standards and quality goals
• Support onboarding and training efforts by partnering with L&D and department leaders to ensure new hires receive impactful orientation and role-specific development
• Encourage cross-training and shared accountability across departments to build flexibility and resilience in daily operations
• Identify opportunities for individual and team development offering informal mentoring feedback and recognition to support growth
• Facilitate open communication and feedback loops promoting a psychologically safe environment where ideas and concerns are shared constructively
• Champion fairness inclusion and respect in all interactions modeling W Londons values and Marriotts ethical standards
• This is an on-property based role requiring the candidate to work onsite. The role will involve limited travel.
• Working hours will include morning/evening/night shifts as weekend and bank holiday shifts.
• Role is expected to cover Manager on Duty shifts on a regular basis.
• Requires knowledge of all applicable SOPs/ LSOPs and ensure controls points are implemented
• Complies with Marriott International policies and procedures
• Participate in onsite and offsite trainings seminars and/or conferences as directed by management
• Performs other related tasks as assigned by management.

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 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.

Required Experience:

Director