Area Guest Intelligence Manager

Dorchester Collection; City of Westminster; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Complimentary stays

Employee discounts

Pension scheme

Training and development

Social events

Referral bonus

Well-being support

Job summary

The Dorchester Collection in London is seeking an Area Guest Intelligence Manager to drive guest-centric operations across The Dorchester, Park Lane and Coworth Park. You will ensure Unifocus and CRM systems are leveraged effectively and guide business processes accordingly.

You will lead local and regional training for Unifocus and CRM champions, support onboarding of new starters and manage multiple system-related projects with high data integrity and regulatory compliance.

Qualifications

• Proven ability to lead and influence across all levels of an organisation.
• Experience driving guest-centric operations through system usage and data.
• Strong project and process management with attention to detail.
• Experience delivering training to groups of varying sizes.
• Ability to manage multiple projects and priorities in a hotel environment.
• Solid understanding of hotel operations and guest service standards.
• Excellent written and verbal communication skills.

Responsibilities

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

Skills

Leadership

Change management

Tech adaptability

Project management

Training delivery

Multitasking

Hotel operations knowledge

Communication

Tools

Unifocus

CRM systems

Job description

Join us as an Area Guest Intelligence Manager at The Dorchester, recognised as one of ‘The Sunday Times Top 10 Best Places to Work for’ in 2024-2026 and ‘Hotel of the Year – London’ at the 2024 AA Hospitality Awards. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

We care about your career and are known for having the absolute best people in the industry. When you join us as Area Guest Intelligence Manager, you start a unique opportunity to become celebrated as the very best in your field. You'll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What you'll get

• Complimentary Stays: Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year.
• Discounts with our hotels, and benefit from discounts at various high street and online shops
• Employee Perks: Enrol from day 1 into the Royal London Private
• Pension scheme (we contribute 8% towards your pension); Benefit from seasonal ticket loan, rental deposit scheme, private financial advice, and eye care vouchers.
• Training and Development: Advance in your career by accessing various apprenticeships from Level 2 to Hospitality Degree Level 5. We partner with outstanding nationally recognised Apprenticeship providers.
• Social Events: Participate in vibrant social events, including a summer party, winter ball, pub quizzes, and cultural and milestone recognition celebrations.
• Referral Bonus: Earn a £1000 bonus when you recommend a friend.
• Well-being Support: Access immediate well-being advice because we care about our employees.

What you'll do

What you’ll do

As Area Guest Intelligence Manager, you will love what you do and take pride in taking care of our guests:

• As our Area Guest Intelligence Manager, you will be responsible to drive strategic system understanding to accomplish guest centric operations at The Dorchester, 45 Park Lane and Coworth Park . You will ensure our internal systems, Unifocus and the CRM, are used effectively, while providing business process guidance and recommendations to optimise system utilisation.
• You will be responsible for delivering local and regional coaching to Unifocus and CRM champions, as well as supporting the onboarding and development of new starters.
• You will lead, drive and test new system configurations, maintain system data integrity, ensure compliance with all applicable data protection legislation, and oversee all hotel CRM and Unifocus related projects.

The items shared are the essence of a day in the life of our Area Guest Intelligence Manager, but we will make sure you are provided with specifics on how we care for our hotel.

What you’ll bring

Essential skills and experience

• 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 small or large groups of employees at any level of seniority
  Manage multiple projects and responsibilities effectively
• Fully understand the operation of hotels
• Strong written and verbal communication skills

Area Guest Intelligence manager Park Lane, Mayfair WK QA London