Area Guest Intelligence manager

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

Join us as anArea Guest Intelligence Managerat 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 asArea 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'll 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 atThe 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

We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you need us to do anything to support you during the recruitment process (such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself), please do call People & Culture team on 02073197011 or [e-mail] so that we can discuss how we can support you through this process.

Job Location

United Kingdom

Location

53 Park Lane, Mayfair W1K 1QA London

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 are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.

If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email [e-mail] so that we can discuss how we can support you through the process. Please note that we will not be able to respond to individual enquiries about update

Reference

2021-2626

Reference

2021-2626

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