It’s Your Future – Let’s Create It Together: the importance of the employee journey in delivering the ultimate guest experience

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this company

9 hotels
Industry sector
3,500 employees
48 languages


Dorchester Collection (DC) is the ultimate hotel management company; with a passion for excellence and innovation, honouring the individuality and heritage of our nine iconic hotels across the world (supporting document 1). Underpinning all that we do is our business vision: Treasured by guests, Cherished by employees, Celebrated worldwide. We deliver this through our values, which sit underneath our ‘We Care’ philosophy; ensuring that our people remain at the cornerstone of every business decision. In order to move forward as a company and continue to offer a world-class guest experience at scale, Dorchester Collection needed to standardize HR processes and data.


  • Consolidate HR processes and talent data into a single solution
  • Improve talent mobility and visibility on skills, learning and development needs
  • Hire people for cultural fit who are more likely to stay and grow with the company
  • Provide a brand-consistent employee experience while preserving each hotel’s uniqueness
  • Improve employee retention and customer service


  • Employee engagement:
  • Overall engagement is 8.7 eNPS (up from 8.1) putting DC in the top 10% within our competitive set.
  • All 14 of our engagement drivers are in the top 25% globally, with half in the top 5%.
  • Guest engagement has increased by six points, putting DC in the 97th percentile defined as ‘world-class’ and creating an additional £4.5m in revenue since 2016.
  • Employee turnover has reduced two points to 21.1 % in 2 years (hospitality global average is 35%) saving £1.1m in the last year alone.
  • Interest in roles has doubled from 534,000 in 2017 to 1.1 m in 2018.
  • Development:
  • Employee-led training requests have increased by over 100% - in 2018 we received 4,587 globally.
  • More than 60% of our workforce are now cross-trained in three roles – a 160% increase in two years. We have 753 requests for cross-training in 2019.
  • Internal promotions into leadership roles have risen to 70% (from 55% in 2016).
  • Employees received 36 hours of training in 2018 - up from 32 hours in 2017.
  • 97% completion of Your Plan – our individualised development planning tool.
  • Explore completion rates (first 6 months of employee development) increased by 40% to 84%.
  • L&D related employee engagement (2018 vs 2017):
  • 0-3 months service: 8.7 eNPS (up from 8.4)
  • 3 – 24 months service: 8.7 eNPS (up from 8.2)
  • 24+ months service: 8.8 eNPS (up from 8.5)
  • All in all, we have an employer brand focused on the customer experiencethat attracts and retains great talents who fit in perfectly with the company culture.


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— Dorchester Collection
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