Guest Experience & Operations Manager

Dorchester Collection; Knightsbridge; Hybrid; GBP 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Guest experience design

Operational improvement

Workshop facilitation

Customer service

Communication skills

Jobbeschreibung

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 & 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
• 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 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

Essential Skills

• 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.

Desirable Skills

• Experience working in an international or multi-property environment would be beneficial