Dorchester Collection Guest Relations Researcher

About Dorchester Collection

Dorchester Collection operates hotels including The Dorchester in London, Hôtel Plaza Athénée and Le Meurice in Paris, and The Beverly Hills Hotel in Los Angeles County. Its properties hire across rooms, restaurants, kitchens, engineering and guest services.

Role & Responsibilities

• Research and gather information from platforms, previous stays, and institutional knowledge to create comprehensive guest profiles.
• Use guest insights and collaborate with colleagues to plan personalized recognition and experiences; confirm or assign an appropriate relationship owner for each guest.
• Collect ongoing insights and information to support guests’ special requests and occasions.
• Identify and report service imperfections, then work with other hotel positions to resolve them.
• Communicate with other departments and the wider hotel team to maintain alignment.
• Meet the essential duties of the role satisfactorily, with reasonable accommodations available to enable individuals with disabilities to perform them.

Qualifications

• Demonstrate commitment to the hotel’s vision, values, and culture.
• Bring personality and passion to the role and team.
• Show talent and commitment for service excellence and creativity.
• Strong communication skills and a customer-service ethic.
• Strong attention to detail.
• Comfortable communicating in English, the hotel’s primary language.
• Commitment to teamwork and collaboration.
• Flexibility to work in a hotel operating around the clock.
• Ability to stand, walk, and sit for up to an entire shift; occasionally exert up to 10 pounds of force and, on occasion, 20 or more pounds; and frequently exert negligible force while reaching, lifting, carrying, pushing, pulling, grasping, manipulating, or otherwise moving objects such as paper, files, and binders.
• Frequent use of a computer keyboard, computer mouse, and telephones; near and far visual acuity, hearing, and speaking; and occasional bending, squatting, twisting, and turning.
• Long hours may be required during peak periods at this seasonal property.

Skills

Compensation

The base compensation for this position is USD 28.84 per hour.

Benefits

Complimentary stays with breakfast at all 10 Dorchester Collection hotels, once a year at each hotel subject to availability and seniority terms; 50% discount at bars and restaurants within Dorchester Collection hotels; development opportunities including Service Excellence Training, Diversity Equity Inclusion & Belonging Trainings, and Monthly Lunch & Learns; social events including Quarterly Employee Appreciation Day events, Quarterly Employee Awards, and an Annual End of Year Gala; free meals on duty; access to a retailer discount platform; medical, dental, and vision benefits; competitive retirement scheme.

Culture

Each hotel has its own kitchens, service teams and history. In Paris, for example, a sommelier at Le Relais Plaza works at Hôtel Plaza Athénée, while the pastry team at Le Meurice prepares work for a different house.

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