Guest Experience Manager

This job is with Dorchester Collection, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Join us as a Guest Experience Manager at Coworth Park Hotel, recently recognised as one of The Sunday Times Top 10 Best Places to Work for in 2024. We continually strive to build and nurture a culture where inclusiveness is part of our DNA, reflected in our values of passion, personality, respect, working together, and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

Our Guest Experience Manager is the spirit of our Guest Services & Relations teams. Though skillfully trained, they never lose sight of their ultimate reasonability, to create lifelong memories for our guests.

Our success is a result of our employees. We believe that everyone part of our team should share the rewards. For this position, here are just some of the benefits you will receive:

• Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year.
• Very generous Employee Introductory Scheme offered
• Team members' awards and incentives schemes
• Contributory pension scheme entitlement from date of commencement
• Online benefits & discounts
• Life assurance cover for all team members
• Uniform laundered complimentary
• Complimentary meals whilst on duty at our team members' restaurants
• Cycle to work scheme
• Occupational Health, including subsidised massage treatments and health clinics
• Social events throughout the year - including our winter ball, summer party and regular pub quizzes!

A day in the life of our Guest Experience Manager demands high levels of energy. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listing all of the contributions that our Guest Experience Manager accomplishes would be lengthy but the list below is essential to know.

• Our Director of Guest Experience is responsible for ensuring a seamless and guest centric service is offered throughout every interaction with our guests while building lasting relationships and creating brand bonds to create guest loyalty.
• They will oversee and manage to daily operational functions of the Guest Services and Guest Relations Departments to ensure each of our guests receives a truly exceptional experience while on property.
• Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day. The purpose of Director of Guest Experience is to live their behaviours to continue to create our legacy.
• Our Director of Guest Experience is entrusted with coordinating and planning for all of the guest's stay, through research and communication with all departments to create a memorable stay.
• Communication is what keeps our departments running perfectly. Our Director of Guest Experience must communicate with other departments and extended hotel team in order to ensure the alignment remains.
• As a senior member of the team, our Director of Guest Experience will be responsible for staff welfare and morale, as well as conducting annual performance reviews and training for the team. They will liaise and support the Director of Rooms with the daily operation of the hotel, as well as closely collaborating with the Global Director of Guest Relations

• All of our employees are ambassadors of our Vision, Values and culture. Our Director of Guest Experience do this with all they do.
• We encourage the unique personalities and passions of our employees, working together; as a team, a hotel and Collection.
• Our guests forge our legacy. Knowing and understanding them is our goal, valuing kindness over process.
• In a fast-moving world, we remain consistent and relevant, requiring flexibility from everyone on the team.
• English is the primary language used in our hotel. Our Director of Guest Experience must feel comfortable communicating in this language.
• Previous experience in a luxury 5* hotel
• Strong communication skills
• Excellent written and spoken English, as well as good IT skills, including the use of Microsoft Office

We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you require any accommodations during the application process, please contact the People & Culture team at HumanResources.CPA@dorchestercollection.com