Area Guest Intelligence & CRM Lead

Dorchester Collection; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Complimentary Stays

Discounts at hotels

Royal London Private enrolment

Pension scheme with 8% contribution

Job summary

The Dorchester is seeking an Area Guest Intelligence Manager to lead guest-centric strategy across The Dorchester, 45 Park Lane and Coworth Park. You will ensure effective use of Unifocus and CRM and guide business processes to optimise system utilisation.

You will deliver coaching to Unifocus/CRM champions, support onboarding for new starters, and oversee CRM/Unifocus related projects with a focus on data integrity and compliance.

Qualifications

• Ability to lead and influence change at all levels of the organisation.
• Ability to understand and learn new technologies.
• Project and process management skills; Detailed-oriented and analytical.
• Confident in training groups of employees at any level of seniority; manage multiple projects.
• Fully understand the operation of hotels.
• Strong written and verbal communication skills.

Responsibilities

• Drive strategic system understanding for guest-centric operations across The Dorchester, 45 Park Lane and Coworth Park.
• Deliver local and regional coaching to Unifocus and CRM champions; support onboarding of new starters.
• Lead, test new configurations; maintain data integrity; ensure compliance with data protection laws; oversee CRM and Unifocus projects.

Skills

Change leadership

Tech aptitude

Project management

Attention to detail

Training ability

Multiple projects

Hotel operations

Strong communication

Job description

The Dorchester is seeking an Area Guest Intelligence Manager to lead guest-centric strategy across The Dorchester, 45 Park Lane and Coworth Park. You will ensure effective use of Unifocus and CRM and guide business processes to optimise system utilisation.

You will deliver coaching to Unifocus/CRM champions, support onboarding for new starters, and oversee CRM/Unifocus related projects with a focus on data integrity and compliance.