Guest Experience & Operations Manager

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

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 & Operations 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

As a Guest Experience & Operations Manager 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
• Private medical insurance
• 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 shaping and continuously evolving a guest-centric approach across the organisation to ensure our guests receive nothing but the best experience.
• You’ll also ensure that experience frameworks, service standards and operational practices consistently reflect the brand vision and exceed guest expectations.
• Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Experience & Operations Manager you’ll have the opportunity to bring these to life and continue to create our legacy.
• You will also be responsible for creating practical frameworks that drive consistency & efficiency across the guest journey that aligns teams globally while preserving authenticity. You will be responsible for developing and maintaining the sequence of service to always incorporate the guest emotional needs, supporting the development of training content and resources and supporting operational readiness for future openings.

The items shared are the essence of a day in the life of a Guest Experience & Operations Manager, 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 designing and improving guest experiences through a deep understanding of hotel operations
• You have a talent for identifying opportunities to improve operational effectiveness and service delivery and then facilitating workshops and bringing teams together around a shared vision.
• 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.
• Experience working in an international or multi-property environment would be beneficial

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.

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

2026-6636

Reference

2026-6636

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