- Location
- 3rd Floor, 1 Knightsbridge (View map)London SW1X 7LXUK
- Employment
- Full-Time
- Seniority
- Mid-Level
- 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 Analyst measures guest experience performance across the business, oversees feedback platforms and reporting, and delivers insights that support priorities and improvement initiatives. The role also safeguards guest experience data quality and supports reporting standards and governance. Based at the Knightsbridge corporate office, the schedule is Monday to Friday, 9:00 a.m. to 5:30 p.m., with work from home on Fridays; permanent, full-time.
Role & Responsibilities
- Measure and evaluate guest experience performance across the business to help ensure guests receive an excellent experience.
- Oversee guest feedback platforms, performance scorecards, audit and case reporting, and deliver accurate, meaningful insights to identify trends, inform priorities and support business improvement initiatives.
- Ensure the accuracy, consistency and integrity of guest experience data; identify and resolve data quality issues; and support the development of reporting standards and governance processes.
- Bring the company’s values of Passion, Personality, Respect, Working Together and Creativity to life.
Qualifications
- Bring personality and passion to the role and team.
- Identify patterns and root causes through business analysis, transform complex data into meaningful insights that support decision-making, and produce accurate, insightful reporting through platforms.
- Uncover insights that improve the guest and resident experience while maintaining high standards of data quality and governance.
- Strong communication skills and a customer service ethic.
- Comfortable communicating in English.
- Strong presentation and storytelling skills.
Skills
Workplace
This position is based 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 hotel bars and restaurants; development opportunities; social events throughout the year; refer-a-friend bonus scheme; 20 days of annual leave; workday lunches via a prepaid contactless card; rental deposit and season ticket loans; cycle-to-work scheme; access to a discount platform featuring thousands of retailers; 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 Experience Insights Analyst», «Guest Experience Performance Analyst», «Customer Experience Analyst», «Guest Feedback Analyst», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.