Director of Guest Experience

2 weeks ago

United Kingdom Dorchester Hotel Ltd. Full time

Our Director of Guest Experience is the spirit of our Guest Services & Relations teams. Though skillfully trained, they never lose sight of their ultimate reasonability, to create lifelong memories for our guests.

What you'll get

Our success is a result of our employees. We believe that everyone part of our team should share the rewards. For this position, here are just some of the benefits you will receive:

  • Very generous Employee Introductory Scheme offered
  • Team members' awards and incentives schemes
  • Contributory pension scheme entitlement from date of commencement
  • Online benefits & discounts
  • Life assurance cover for all team members
  • Uniform laundered complimentary
  • Complimentary meals whilst on duty at our team members' restaurants
  • Cycle to work scheme
  • Occupational Health, including subsidised massage treatments and health clinics
  • Social events throughout the year - including our winter ball, summer party and regular pub quizzes
What you'll do

A day in the life of our Director of Guest Experience demands high levels of energy. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listing all of the contributions that our Director of Guest Experience's accomplishes would be lengthy but the list below is essential to know.

  • Our Director of Guest Experience is responsible for ensuring a seamless and guest centric service is offered throughout every interaction with our guests while building lasting relationships and creating brand bonds to create guest loyalty.
  • They will oversee and manage to daily operational functions of the Guest Services and Guest Relations Departments to ensure each of our guests receives a truly exceptional experience while on property.
  • Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day. The purpose of Director of Guest Experience is to live their behaviours to continue to create our legacy. 
  • Our Director of Guest Experience is entrusted with coordinating and planning for all of the guest’s stay, through research and communication with all departments to create a memorable stay.
  • Communication is what keeps our departments running perfectly. Our Director of Guest Experience must communicate with other departments and extended hotel team in order to ensure the alignment remains.
  • As a senior member of the team, our Director of Guest Experience will be responsible for staff welfare and morale, as well as conducting annual performance reviews and training for the team. They will liaise and support the Director of Rooms with the daily operation of the hotel, as well as closely collaborating with the Global Director of Guest Relations
What you'll bring
  • All of our employees are ambassadors of our Vision, Values and culture. Our Director of Guest Experience do this with all they do.
  • We encourage the unique personalities and passions of our employees, working together; as a team, a hotel and Collection.
  • Our guests forge our legacy. Knowing and understanding them is our goal, valuing kindness over process.
  • In a fast-moving world, we remain consistent and relevant, requiring flexibility from everyone on the team.
  • English is the primary language used in our hotel. Our Director of Guest Experience must feel comfortable communicating in this language.
  • Previous experience in a luxury 5* hotel
  • Excellent written and spoken English, as well as good IT skills, including the use of Microsoft Office
Job Location

United Kingdom

Location Who we are Our Hotels We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Our Hotels We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

Diversity and Inclusion at Dorchester Collection is a core belief of our We Care philosophy. The basis of We Care is to create an environment within our company where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusiveness is part of our DNA reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. We are proud of each and every one of our employees and promote a sense of belonging that transcends all else. Reference 2024-4959

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