Guest Experience & Operations Leader (Hybrid)

Dorchester Collection; Knightsbridge; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Complimentary stays incl breakfast

50% hotel dining

Development opportunities

Social events

Refer a friend bonus

20 days annual leave

Prepaid lunch card

Loans: rental deposit

Season ticket loan

Cycle to work

Discount platform access

Private medical insurance

Retirement scheme

Complimentary dry cleaning

Job summary

Dorchester Collection's Corporate Office is seeking a Guest Experience & Operations Manager to drive a guest-centric culture across the organisation and shape service standards that exceed expectations. You will oversee operational practices to reflect the brand vision and lead cross-functional teams in a unified guest journey.

Based in our Knightsbridge corporate office with Fridays work-from-home, you will develop training content, support openings, and ensure consistency and authenticity

Qualifications

• Experience designing and improving guest experiences across large organisations.
• Ability to develop and implement service standards that reflect brand vision.
• Proven track record running workshops to align cross-functional teams.

Responsibilities

• Shape and evolve a guest-centric approach across the organisation to deliver the best experience for guests.
• Ensure experience frameworks and service standards reflect the brand and exceed expectations.
• Bring the company values to life and drive the legacy.
• Develop and maintain frameworks that drive consistency and efficiency across the guest journey, aligning teams globally while preserving authenticity.

Skills

Guest experience design

Operational improvement

Workshop facilitation

Customer service

Communication skills

Job description

Dorchester Collection's Corporate Office is seeking a Guest Experience & Operations Manager to drive a guest-centric culture across the organisation and shape service standards that exceed expectations. You will oversee operational practices to reflect the brand vision and lead cross-functional teams in a unified guest journey.

Based in our Knightsbridge corporate office with Fridays work-from-home, you will develop training content, support openings, and ensure consistency and authenticity