Guest Relations Executive, W London

Job description

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

·  Anticipate the Extraordinary
Proactively identify guest needs and preferences to deliver a stay that feels effortless, intuitive, and unmistakably W.
·  Who’s List Mastery
Own and curate the Who’s List—capturing VIPs, Ambassadors, opportunity guests, and moments that matter.
·  Amenity Curation & Scheduling
Strategically plan, schedule, and manage amenities to create moments of delight that go beyond expectations.
·  Meet & Greet Magic
Meet and greet all Who’s, uncover golden nuggets, and recognize celebrations that deserve a little extra wow.
·  Flawless Rooming Execution
Ensure all met guests are accurately roomed to reflect status, preferences, and purpose of stay.
·  Guest Radar Ownership
Monitor, manage, and follow through on all Guest Radar communication—closing the loop every time, no exceptions.
·  Celebrate Loudly, Deliver Perfectly
Plan and execute unforgettable setups for celebrations, VIPs, and special moments—every detail intentional, every touch elevated.
·  Ambassador & Opportunity Review
Review Ambassador and high-potential guests daily to unlock opportunities for meaningful engagement.
·  Guest Likes, Perfected
Capture, manage, and activate guest likes to personalize every stay with signature W flair.
·  Insight-Driven Reporting
Build comprehensive guest reports that track trends, preferences, and opportunities to elevate future experiences.
·  VIP Point of Contact
Serve as the dedicated point of contact for high-paying guests and VIPs—ensuring seamless communication and iconic service from pre-arrival to departure.

YOUR EFFORTS, OUR APPRECIATION

·  Meals  - Tasty and Varied Complimentary Meals in our Green Room canteen.
·  Service Charge -  Paid each month!
·  Learning and Growing -  Access to the best digital and classroom based training resources and cross exposure opportunities
·  Apprenticeships -  Opportunities to undertake an apprenticeship to support your development in your role.
·  Holiday - 28 days of holiday including public holidays (enhanced holiday benefit based on length of service)
·  Uniform Provided -  Dry cleaning included.
·  Company Pension   Scheme –  Save for your future.
·  Take Care -  Access to our Take Care Emotional Wellbeing Resources & Associate Assistance Service
·  Celebrate  - Awards and Recognition Celebrations
·  BenefitHub - Access to further discounts for shopping, cinema tickets, technology and more!
·  Events -  Monthly Calendar of Associate Focused & Fun Events
·  Long Service Recognition - Dedicated appreciation events for when you reach career milestones within the company.
·  Global Marriott Hotel Discounts – Accessible to you and your loved ones, travel the world with Marriott International.
·  Food & Beverage Discounts - 20% Discount in all F&B outlets within Marriott Properties
·  Spa Discounts  – 30% discount in our 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.

W Hotels are an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.