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 May Online Hotel Business Review




Feature Focus
Eco-Friendly Practices: The Value of Sustainability
The hotel industry continues to make remarkable progress in implementing sustainability policies and procedures in their properties throughout the world. As a result, they continue to reap the benefits of increased profitability, enhanced guest experiences, and improved community relations. In addition, as industry standards are codified and adopted worldwide, hotels can now compare how their operations measure up against their competitors in terms of sustainable practices and accomplishments. This capacity to publicly compare and contrast is spurring competition and driving innovation as hotels do not wish to be left behind in this area. Water management and conservation is still a primary issue as population growth, urbanization, pollution and wasteful consumption patterns place increasing demands on freshwater supply. Water recycling; installing low-flow fixtures; using digital sensors to control water usage; and even harvesting rainwater are just a few things that some hotels are doing to preserve this precious resource. Waste management is another major concern. Through policies of reduce, reuse and recycle, some hotels are implementing “zero-waste” programs with the goal of substantially reducing their landfill waste which produces carbon dioxide and methane gases. Other hotels have established comprehensive training programs that reinforce the value of sustainability. There is employee engagement through posters and quizzes, and even contests are held to increase innovation, sensitivity and environmental awareness. Some hotels are also monitoring a guest’s energy usage and rewarding those who consumed less energy with gifts and incentives. The May issue of the Hotel Business Review will document how some hotels are integrating eco-friendly practices into their operations and how they and the environment are benefiting from them.