Dorchester Collection Guest Relations Coordinator

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.

Role & Responsibilities

• Work closely with and support the Director of Guest Experiences in managing guest relations.
• Welcome guests warmly and professionally on arrival, creating positive first and last impressions through attentive, personalised service.
• Engage with guests, build lasting relationships and ensure their preferences are recognised.
• Research guests, conduct outreach and maintain a detailed view of guest information, keeping teams updated with pertinent details.
• Support the Director of Guest Experience in organising activations and campaigns for VIP guests.
• Support guest amenity planning with the Director of Guest Experience.
• Communicate professionally and efficiently with other departments and the wider hotel team to ensure exceptional guest service.
• Review daily arrival lists to identify VIPs, returning guests and special occasions; coordinate VIP amenities, welcome cards, flowers and personalised in-room arrangements.
• Handle guest complaints with empathy, discretion and professionalism, and follow up to ensure concerns are resolved.
• Anticipate guest needs and provide tailored experiences.
• Assist with transportation, restaurant bookings, local attractions and other concierge requests.
• Follow hotel policies, security procedures and luxury service standards.
• Work shift-based operational hours, which may be subject to change.

Qualifications

• Excellent verbal and written communication skills in English.
• Organisation and time-management skills.
• A friendly, confident and professional manner.
• Strong interpersonal skills, including emotional intelligence and adaptability.
• Excellent attention to detail and organisational abilities.
• Ability to multitask and remain calm under pressure.
• Ability to handle confidential information.
• Administrative skills and competence with office software, including Outlook, Excel and Opera Cloud.
• Positive and enthusiastic attitude.
• Flexible approach to shifts, including weekends and public holidays.

Skills

Benefits

Annual complimentary stays with breakfast at Dorchester Collection hotels; 50% discounts on food and beverages at selected Dorchester Collection bars and restaurants; friends-and-family hotel stay discounts; discounts at high-street and online shops; private pension scheme with an 8% employer contribution from day one; season-ticket loan; rental deposit scheme; private financial advice; eye-care vouchers; access to apprenticeships from Level 2 to Hospitality Degree Level 5; social events including a summer party, winter ball, pub quizzes, and cultural and milestone celebrations; immediate wellbeing advice.

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.