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.
Division & Department
Corporate Office - Contact Centre
The Quality Coordinator roles will be based in the London Global Contact Centre and will support the Senior Quality Coordinator and the Service Quality Manager in managing quality through effective implementation of the Quality Framework and training and coaching procedures.
Support the delivery of quality assurance standards across the Global Contact centre to ensure calls are handled in line with Dorchester Collection brand promise and customer experience standards.
Provide statistics for meetings and calibrations with the Global Contact centre to ensure that they are on target, issues are resolved, quality standards and targets are achieved.
Track agent interaction programmes to include remote listening, customer email, mystery shop.
Load and update content into knowledge management systems in line with quality standards and protocols.
Conduct call calibrations to monitor customer calls, assess customer emails and apply measurement against quality standards and guidelines.
Monitor accuracy of reservations across all systems, facilitate quality checks, implement booking amendments, produce reports and facilitate seamless handover to Guest Relations.
Complete travel agent commission payment reconciliation with precision and accuracy.
Work in partnership with key stakeholders to optimise quality performance standards for resources and customer service delivery across the Global Contact centre.
Liaise with hotels, marketing, corporate training and other internal stakeholders to ensure that product and service updates are accurately maintained in the Global Contact centre.
Build networks and good communications between contact centres, guest relations, and leadership teams across all properties.
Essential Functions & Physical Requirements
Core competencies and knowledge
Key Performance Indicator s
Qualifications and Desirables