Guest Experience Supervisor

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests; where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –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. When submitting your application, please let us know if you require any special accommodations during the interview process. 

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 Supervisor 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.

You’ll love what you do and take pride in delighting our guests:

• You will work with the Guest Experience team in driving continuous improvement of our Guest experience, enhancing the hotel service proposition and efficiency of processes as well as driving key hotel projects in support of our strategic priorities and business goals.
• You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture, values and bring the Company Philosophy “We Care” to life ensuring our employees and guests receive nothing but the best experience.
• You'll have experience working in luxury hotels, delivering unique, tailored and personalized experiences and you will be responsible for guiding and inspiring the guest experience team to ensure our guests receive nothing but the best experience.
• Our Guest Experience Supervisor enables operational excellence to ensure the key brand benefits are delivered throughout all touch points in the guest journey. Orchestrates and elevates service delivery in order that it fulfills our guests’ emotional needs. Support  the guest experience division and connects all hotel departments to ensure a flawless guest experience.
• Our Guest Experience Supervisor is responsible, in absence of our Guest Experience Manager for the oversight and influence over the guest experience throughout all phases of the guest journey. Ensures all service delivery and operational processes are rooted in Guest Centricity. Elevates hotel programs to fulfill the guest emotional needs. Directs and partners with operational leadership to ensure service execution is consistent across all outlets. Ensures guest data is captured and brought forward into guest experience touchpoints. Supports and advocates for the Nexus researching process and its operational use.
• You will plan and manage in house market mix by creating proper concepts and experiences.
• You will maintain a long term and detailed view of our guests to enable us to truly know and understand them. Provides key stakeholders clues to create real connections. Turns insights into experiences.
• Support the creative planner in setting up plans and to manage in house market mix by creating proper concepts and experiences.

The items shared are the essence of a day in the life of a Guest Experience Supervisor but we’ll make sure you are provided with specifics on how we care for our hotel.