The Lloyds Bank - National Business Awards UK 2017

13th November 2018


Closing the $10m loop: engaging guests at The Dorchester Collection

Closing the $10m loop: engaging guests at The Dorchester Collection

27 Aug 2015 by: Rohma Ahmed

The Dorchester Collection is one of the ultimate hotel management companies, which owns and manages 10 luxury five star hotels worldwide: The Dorchester, The Beverly Hills Hotel, Le Meurice, Hotel Plaza Athenee, Hotel Principe di Savoia, Hotel Bel-Air, Coworth Park, 45 Park Lane, Le Richemond and the Hotel Eden.

"Reduction in actively disengaged guests has saved £11.3 million"

The Dorchester Collection believes their approach to customer engagement is unique, as they measure the experience guests receive, opposed to the service they are given.  Over the past 18 months, the Dorchester Collections’ ‘People and Organisational Development’ team have launched three new non-financial customer measurement reporting models. This has enabled the company to successfully close the loop between guest and employee engagement, and has made a direct impact on the financial success of the business.

As a result of the focus heightened guest engagement, the company have increased revenue of £9.8m+, furthermore a reduction in actively disengaged guests has saved £11.3 million and overall employee engagement has increased to 90+%.

Ana Brant, Director of Global Guest Experience and Innovation at Dorchester Collection, has said: “We are thrilled to be recognised by the Lloyds Bank National Business Awards for our relentless pursuit of delivering the ultimate guest experience by combining the science of service and the art of hospitality.”

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