Guest Experience & Operations Leader (Hybrid)

Dorchester Collection; Greater London; Hybrid; GBP 65,000 - 75,000; Full time

Benefits offered by this job

Complimentary stays with breakfast

50% dining discount

World class development opportunities

Social events

Refer a friend bonus

20 annual leave days

Lunch card

Loans for housing/transport

Discount platform access

Private medical insurance

Complimentary dry cleaning

Job summary

Dorchester Collection is seeking a Guest Experience & Operations Manager for its Corporate Office in London. You will shape a guest-centric approach, align service standards with the brand, and lead cross-functional teams to deliver an exceptional guest journey.

The role emphasizes developing practical frameworks, guiding training content, and ensuring operational readiness for future openings. Hybrid work with Fridays from home is supported.

Qualifications

• Proven track record in managing guest experiences and service delivery.
• Ability to shape guest-centric frameworks and drive standards across the organization.
• Strong communication and collaboration across teams and properties.
• Experience in international or multi-property hotel environments is beneficial.

Responsibilities

• Shape and evolve a guest-centric approach across the organization.
• Ensure service standards reflect brand vision and exceed guest expectations.
• Embed values (Passion, Personality, Respect, Working Together, Creativity) in daily operations.
• Develop frameworks that drive consistency, efficiency and emotional guest needs across the journey.

Skills

Guest experience design

Operational leadership

Communication

English proficiency

Multi-property experience

Job description

Dorchester Collection is seeking a Guest Experience & Operations Manager for its Corporate Office in London. You will shape a guest-centric approach, align service standards with the brand, and lead cross-functional teams to deliver an exceptional guest journey.

The role emphasizes developing practical frameworks, guiding training content, and ensuring operational readiness for future openings. Hybrid work with Fridays from home is supported.