Guest Experience Analyst

Dorchester Collection; Knightsbridge; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Complimentary stays

50% dining discount

World-class development opportunities

Social events

Refer a friend bonus

20 annual leave days

Lunch card (prepaid)

Cycle to work scheme

Discount platform access

Complimentary dry cleaning

Job summary

Dorchester Collection is seeking a Guest Experience Analyst at our Corporate Office in London. The role focuses on measuring guest experience performance, overseeing feedback platforms, and delivering insights to improve service standards.

You will work within our learning academy to develop data-driven strategies and ensure data integrity across reporting systems. Hybrid role with office-based days and some remote work, reporting to the Corporate Office team.

Qualifications

• Ability to identify patterns and root causes from data to inform decisions.
• Transform complex data into meaningful insights and reporting.

Responsibilities

• Measure and evaluate guest experience performance across the business.
• Oversee guest feedback platforms, scorecards, audits, and reporting.
• Provide accurate insights to identify trends and support business improvements.
• Ensure data quality and governance in guest experience datasets.

Skills

Pattern identification

Business analysis

Data storytelling

Communication

English language

Job description

Position Overview

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
• Competitive retirement scheme
• 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

Essential Skills

• 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.

Desirable Skills

• Strong presentation and storytelling skills