- Location
- 3rd Floor, 1 Knightsbridge (View map)London SW1X 7LXUK
- Employment
- Full-time
- Seniority
- Manager
- Department
- Front Office, Concierge & Guest Experience
- Industry
- Luxury Hospitality & Experiential Travel
- Posted
- Nov 3, 2026
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.
The Guest Experience and Operations Manager shapes guest-centric frameworks, service standards and operational practices across Dorchester Collection, while developing the sequence of service, supporting training resources and preparing operations for future openings. The role is based at the corporate office in Knightsbridge, with working hours Monday to Friday, 9:00 a.m. to 5:30 p.m., and work from home on Fridays; it is permanent and full-time.
Role & Responsibilities
- Shape and continuously evolve a guest-centric approach across the organisation to ensure guests receive an exceptional experience.
- Ensure experience frameworks, service standards and operational practices reflect the brand vision and exceed guest expectations.
- Bring the organisation’s values of Passion, Personality, Respect, Working Together and Creativity to life.
- Create practical frameworks that drive consistency and efficiency across the guest journey, align teams globally and preserve authenticity.
- Develop and maintain the sequence of service to incorporate guests’ emotional needs.
- Support the development of training content and resources.
- Support operational readiness for future openings.
Qualifications
- Bring personality and passion to the role and team.
- Demonstrate a talent for designing and improving guest experiences through a deep understanding of hotel operations.
- Identify opportunities to improve operational effectiveness and service delivery, facilitate workshops and bring teams together around a shared vision.
- Strong communication skills and a customer service ethic.
- Comfortably communicate in English.
- Experience in an international or multi-property environment is beneficial.
Skills
Workplace
The successful candidate will be located in London, England, UK.
Explore jobs in England or in the UK.
Benefits
Complimentary stays with breakfast at all 10 Dorchester Collection hotels; 50% off at bars and restaurants across its hotels; development opportunities; social events throughout the year; refer-a-friend bonus scheme; 20 days of annual leave; prepaid contactless card for workday lunches; rental deposit loan, season ticket loan and cycle-to-work scheme; access to a discount platform featuring thousands of retailers; private medical insurance; retirement scheme; complimentary dry cleaning.
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.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Dorchester Collection, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Guest Operations Manager», «Guest Experience Manager», «Hospitality Operations Manager», «Guest Services Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.