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DORCHESTER COLLECTION vacancy search engine

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Guest Relations Researcher

Position Overview

Company Overview


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.   



Position Overview

Division & Department

Rooms - Front Office

Job Title

Guest Relations Researcher

Contract Type


Position Overview

Our Researchers provide the hotel with the knowledge to create memorable experiences for all of our guests! Entrusted with maintaining a long term and detailed view of our guests, contacting our guests and turning insights into experiences, this role ensures our guests receive truly tailored experiences. Skilfully trained, they never lose sight of their ultimate responsibility, to create lifelong memories for our guests.

Essential Functions & Physical Requirements

A day in the life of our researcher demands a meticulous nature and genuine curiosity. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listing all of the contributions that our researchers accomplish would be lengthy but the list below is essential to know:

  • Our Researchers are responsible for maintaining a long term and detailed view of our guests. This will include researching guests, outreach to all guests, and ensuring teams are kept updated with pertinent information.

  • This is to ensure our guests receive nothing but the best experience.
    Sometimes our guests have special requests involving transportation, dietary restrictions, room preferences and even special occasions. Most of these requests are coordinated by our research team.

  • The researchers oversee our custom guest platform, ensuring all details are accurate and informative.

  • Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day.

  • The research team works with all other departments to tailor guest experiences and create bespoke moments. Communication is what keeps our departments running perfectly.

Qualifications and Desirables

  • Operational knowledge of Guest Relations, Front Office & In Room dining teams would be advantageous. Knowledge of the purchasing process is desired.

  • All of our employees are ambassadors of our Vision, Values and culture. Our researchers 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 researchers must feel comfortable communicating in this language.

Benefit Package

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: 

  • Employee Introductory Scheme - £750.00
  • World-class training and development
  • Complimentary nights with breakfast within Dorchester Collection
  • 50% F&B discount at selected restaurants within Dorchester Collection
  • Uniforms provided or complimentary dry-cleaning


Full time

Position localisation

Job Location

United Kingdom


53 Park Lane, Mayfair W1K 1QA London