Guest Experience Supervisor

What you'll do

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.

What you'll bring

• You’ll bring your unique personality and passion to the role and the team.
• You have a talent and strategic agility effectively managing short and long term business goals and ability to anticipate, identify and translate into innovative business solutions.
• A strong conceptual thinker, including ideation, concept creation and execution. Intense curiosity with the ability to question conventional wisdom. Inquisitive, with attention to detail to execute on the research and clues. Demonstrates resourcefulness & business acumen.
• Ability to direct the creative process at every stage of production, from concepts to execution. Operational knowledge of Guest Relations, Front Office & In Room dining teams. Desired knowledge of the purchasing processes.
• You will have strong presentation skills, ability to present financial impact of recommendations made and sell ideas persuasively, influence without direct authority showing a high level of emotional intelligence to adapt to various cultural settings and situations.
• As a detail orientated and hands on Team Player with strong interpersonal skills, you will thrive on mentoring team members to achieve better results and celebrate success.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service and business ethic.
• You will have a relevant professional qualifications or hotel school diploma and bring wealth of past experience working in similar capacity.