Guest Experience Analyst

Dorchester Collection; Greater London; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Free stays

Dining discount

Professional development

Social events

Referral bonus

Annual leave 20 days

Lunch card

Loans for transport and bike

Discount platform access

Dry cleaning

Job summary

Dorchester Collection is seeking a Guest Experience Analyst to measure and improve guest experience across our portfolio. You will manage feedback platforms, scorecards, audits and reporting to deliver meaningful insights that drive improvement across the hotels.

Based at our Knightsbridge corporate office with hybrid working options, you’ll contribute to a culture of data-driven decision making, maintain data integrity, and support governance of reporting standards.

Qualifications

• Measuring and evaluating guest experience performance across the business.
• Oversee guest feedback platforms, scorecards, audit and case reporting.
• Deliver accurate insights to identify trends and inform priorities.
• Ensure data quality and governance in guest experience data.

Responsibilities

• Measure and evaluate guest experience performance across the business.
• Oversee feedback platforms, scorecards and reporting.
• Deliver insights to identify trends and priorities.
• Ensure data quality and governance of guest data.

Skills

Business analysis

Data storytelling

Customer service

Presentation skills

English proficiency

CRM software

Reporting platforms

Tools

CRM software

Reporting platforms

Job description

We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Experience Analyst 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

As a Guest Experience Analyst at Corporate Office, here are just some of the great benefits you will receive:

• Complimentary stays with breakfast included in all 10 Dorchester Collection hotels
• 50% off at bars and restaurants within all of our Dorchester Collection hotels
• World class development opportunities
• Social events throughout the year
• Refer a friend bonus scheme
• 20 Annual Leave Days
• Workday lunches in the form of a prepaid contactless card
• Rental deposit loan, season ticket loan and cycle to work scheme
• Exclusive Access to a discount platform featuring 1000s of retailers
• Complimentary dry cleaning

What you'll do

You’ll love what you do and take pride in delighting our guests:

• You will be responsible for measuring and evaluating guest experience performance across the business to ensure our guests receive nothing but the best experience.
• You’ll also oversee guest feedback platforms, performance scorecards, audit and case reporting, and the delivery of accurate, meaningful insights that help identify trends, inform priorities and support business improvement initiatives.
• Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Experience Analyst you’ll have the opportunity to bring these to life and continue to create our legacy.
• You will also be responsible for ensuring the accuracy, consistency and integrity of guest experience data. Identifying and resolving data quality issues and supporting the development of reporting standards and governance processes.

The items shared are the essence of a day in the life of a Guest Experience Analyst, but we’ll make sure you are provided with specifics on how we care for our hotel

The hours of operation for this role are Monday to Friday 9:00am to 5:30pm, based in our corporate office in Knightsbridge (Working from home on Fridays)

What you'll bring

• You’ll bring your unique personality and passion to the role and the team.
• You have a talent for identifying patterns and root causes through business analysis, transforming complex data into meaningful insights that support decision-making, producing accurate and insightful reporting through platforms.
• You have a talent for uncovering insights that improve the guest and resident experience and maintaining high standards of data quality and governance.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• Strong presentation and storytelling skills

Job Location

United Kingdom

Location

3rd Floor, 1 Knightsbridge SW1X 7LX London

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

2026-6637

Reference

2026-6637

You may be interested in these vacancies

• Dorchester Collection – Corporate Office
• Dorchester Collection – Corporate Office
• Dorchester Collection – Corporate Office