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

9 hotels

3,500 employees employees

48 languages

Context

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.

Challenges

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

Results

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. Employee-led training requests have increased by over 100%. More than 60% of our workforce are now cross-trained in three roles – a 160% increase in two years. Internal promotions into leadership roles have risen to 70% (from 55% in 2016). 97% completion of Your Plan – our individualised development planning tool. Explore completion rates (first 6 months of employee development) increased by 40% to 84%.