Appointments & Promotions

Dorchester Collection Promotes Helen Smith to Chief Customer Experience Officer

LONDON, U.K. March 13, 2017 - Dorchester Collection announces the promotion of Helen Smith to the position of chief customer experience officer (CXO).

Helen Smith, a graduate of Cornell University School of Hotel Administration, joined Dorchester Collection as director of sales and marketing at The Dorchester in 2004 where she played a pivotal role in promoting and enhancing the luxury hotel. In 2007 she was promoted to the position of vice president sales and marketing for Dorchester Collection. For the past 10 years, Helen has played a central role in the creation, development and execution of the Dorchester Collection brand.

Helen’s new responsibility is to implement the overall strategy of customer experience at Dorchester Collection hotels.

Commenting on her new role, Helen emphasized that within the foreseeable future, customer experience will transcend price and product as the key brand differentiator in the hospitality industry. “That is why at Dorchester Collection we believe that customer experience should be at the center of our vision to deliver a differentiated, consistent and unrivalled engagement experience.”

Christopher Cowdray, chief executive officer of Dorchester Collection, commented: “Helen’s promotion to chief customer experience officer (CXO) pledges the company’s commitment to the importance of customer loyalty and customer experience. It further shows Dorchester Collection's mission to nurture talent from within. The creation of Helen’s role is to enhance our customers' experience. It is the first such appointment within the luxury hospitality industry. Helen has done an outstanding job to date. She brings drive passion and energy to this new role.”

About Dorchester Collection

Dorchester Collection is a portfolio of the world’s foremost luxury hotels in Europe and the US, each of which reflects the distinctive culture of its destination. By applying its unrivalled experience and capability in owning and operating some of the greatest individual hotels, the company’s mission is to develop an impeccable group of the finest landmark hotels through acquisition as well as management of wholly-owned and part-owned hotels, and to enter into management agreements. The current portfolio includes the following hotels: The Dorchester, London; 45 Park Lane, London; Coworth Park, Ascot, UK; Le Meurice, Paris; Hôtel Plaza Athénée, Paris; Le Richemond, Geneva; Hotel Principe di Savoia, Milan; Hotel Eden, Rome; The Beverly Hills Hotel, Beverly Hills; and ​Hotel Bel-Air, Los Angeles. dorchestercollection.com

Contact:
Casey Hamilton
casey@hawkpr.com
212.255.6541 x236

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.