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DORCHESTER COLLECTION vacancy search engine

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Global Recognition and Relationship Manager


Position Overview

Company Overview

Hotel

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.

As an employee, you are expected to provide our guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to our company policies, standards and procedures.

Our company values are the fundamental spirit on how we reach our goals. As an ambassador of Dorchester Collection you will be entrusted with our values and expected to further enrich our We Care culture: Passion - Personality - Respect - Working Together - Creativity

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.   

Reference number

2019-873  

Position Overview

Division & Department

Corporate Office - Sales & Marketing

Job Title

Global Recognition and Relationship Manager

Contract Type

Permanent

Position Overview

Central owner of our VIP brand and high-spend active and lapsed guests and the relationship and bond they form with Dorchester Collection and each of our hotels.

This role will be the critical link between our hotels, sales and marketing, CRM, BI and corporate office with the express aim and oversight of making sure Dorchester Collection and our hotels truly nurture our most cherished brand and high-spend guests, re-engage lapsed guests and enable more of these guests to stay in more Dorchester Collection properties.

Essential Functions & Physical Requirements

  • Ensure target brand and high-spend guest list is developed, managed and appropriately secured.
  • Facilitate the establishment of ongoing relationships and trust between these guests and hotel Global Ambassadors, Guest Relations teams and General Managers.
  • Establish, identify and execute Dorchester Collection exclusive events or bespoke recognition for appropriate guests at the global level.
  • Manage and help execute communications from our CEO
  • Execute our quarterly guest advisory program
  • Work with the global contact center to oversee VIP recognition and communication strategies.
  • Collaborate with the DC communications and sales relationship team on high potential guest recruitment
  • Establish and manage global budget requirements
  • Establish and build relationships with each hotel Global Ambassador and assist the hotel teams in executing Dorchester Collections VIP program;
  • Identify brand and high-spend guests, making sure communication on these guests is flowing effectively between and across each hotel
  • Establish agreed VIP benefits, single point of contact and operational execution
  • Facilitate movement of guests across Dorchester Collection and re-engagement of high-spend guests
  • Monitor brand and high-spend VIP guests and maintain CRM profiles
  • Work with the BI and business analytics to manage and report on guest performance metrics; stay history; spend growth; stay movement; value; active/lapsed status

Qualifications and Desirables

Education

  • Diploma or degree in hotel management, business or related field.

 

Experience

  • Previous experience as a senior leader of guest relations or VIP relations in an ultra-luxury environment.
  • Excellent communication skills
  • Experience in building and nurturing relationships with HNW and UHNW customers
  • Spirit of generosity and care
  • Capacity to read situations and respond accordingly
  • Experience managing and working with teams and guests from many cultures
  • Excellent organisational skills
  • Experience analysing and reporting on information
  • Drive and resilience
  • Strong listening skills
  • Excellent command of both written and spoken English is required; additional languages an asset
  • Ability to work across all levels and functions of Dorchester Collection under own initiative

Benefit Package

Full package to be discussed during interview, some examples: 

  • Employee Introductory Scheme
  • World-class training and development
  • Complimentary nights with breakfast within Dorchester Collection
  • 50% F&B discount at selected restaurants within Dorchester Collection
  • Social events and Corporate Social Responsibility activities throughout the year
  • Fantastic pension scheme

Status

Full time

Job location

Job Location

United Kingdom

Location

Sixth Floor East, Lansdowne House  W1J 6ER London