Guest Contact Coordinator

at  Dorchester Collection

POSITION OVERVIEW

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 Contact Coordinator 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 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 will act as an air traffic controller for all incoming guest requests and cases. You will proactively manage all administrative and technical requirements to ensure seamless guest experience.
• You will be responsible for answering external and internal calls to the standard laid down and to connect to the relevant parties during their day. This will include accurately maintaining departmental systems, procedures, and logbooks, responding to emergency procedures and accurately taking, recording and delivering guest wake-up calls, all to ensure our guests receive nothing but the best experience.
• Sometimes our guests have special requests involving taking messages, printing and setting up Fax machine lines and help on special occasions. Most of these requests are fulfilled by our Guest Contact Coordinators.
• Communication is what keeps our departments running perfectly. Our guest telephone operator must communicate with other departments and extended hotel team in order to ensure the alignment remains.
• Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Telephone Operator you’ll have the opportunity to bring these to life and continue to create our legacy.

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