The “Golden Thread” Is Our Key to Stewarding Legendary Hotels – Helen Smith and Eugenio Pirri, Dorchester Collection

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share their unique approach to balancing the individuality of legendary properties with building a cohesive family of brands.

• The concept of the “Golden Thread”: Learn how Dorchester Collection maintains the unique identities of its properties while creating a unified brand experience.
• Guest-centric approach: Discover the importance of putting the guest at the center of everything they do and how it shapes their service.
• Working with an anthropologist: Understand how hiring an anthropologist helped Dorchester Collection identify the emotional needs of travelers and improve guest and employee engagement.
• Building brand confidence: Hear about the shift towards making guests feel comfortable without over-marketing and how it enhances the guest experience.
• Balancing operational excellence with local nuances: Explore how Dorchester Collection introduces standards while catering to the unique aspects of each property.
• Brand school: Learn about the Dorchester Collection brand school initiative and its impact on employee retention and engagement.
• Defining and living the company culture: Get insights into how Dorchester Collection defines its culture through values and the decisions employees make daily.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands