CCMA Best Practice Member Visit – Dorchester Collection
At the UK National Contact Centre Awards 2023, Dorchester Collection won the coveted award of ‘Small Contact Centre of the Year’. Their story started in 2019, when the Global Contact Centre, known as the GCC, was created within Dorchester Collection to fulfil customer needs across all of their hotels. This resulted in an outstanding level of service, where guests are recognised and looked after in a way that reflects the brand’s legendary way of life.
Underpinning everything that Dorchester Collection does is a clear vision – Treasured by Guests, Cherished by Employees, Celebrated Worldwide. The company achieves this through a ‘We Care’ culture, ensuring that people remain at the cornerstone of all business decisions. Within a multilingual team, speaking over 18 different languages, the GCC provides a personalised experience for each guest.
The sales/service role is focused on making room and suite reservations for those who contact Dorchester Collection directly. Attention is given to every detail in the guest journey, which often starts in the contact centre and ends when the guest checks out of the hotel. The team plays a crucial part in capturing guests’ details to ensure exceptional stays across all Dorchester Collection hotels.
Product immersions are a pioneering example of what sets Dorchester Collection apart. This is when they send employees to stay at their hotels to experience the destination as a guest would. This strategic approach creates team members who are confident in selling room nights, as they can really relate to guests and share first-hand knowledge.
CCMA members are invited to come and meet the Dorchester Collection team at their newly relocated offices in Knightsbridge, London, to hear more about their award-winning story.