The Magic of our “Golden Profiles” – Helen Smith and Eugenio Pirri, Dorchester Collection

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their “Golden Profiles” and how it enables their hotels to operate with excellence.

• Understanding the “Golden Profile” – Learn what this is and how it helps Dorchester Collection cater to each guest’s individuality and needs.
• Technology as an Enabler – Discover how Helen and Eugenio view technology as a tool to enhance the guest experience.
• Structuring for Seamless Service – Find out how Dorchester Collection restructured its front office teams into guest experience teams to ensure a seamless stay for guests.
• The Role of Researchers – Learn how this new role was created to better understand and cater to guests’ needs.
• Real-life Example of Personalized Service – Hear a real-life example of how personalized service is delivered.
• Meeting Emotional Needs – Learn about the importance of addressing guests’ emotional needs and reducing stress through personalized service.
• Vision and Strategy – Explore how the vision and strategy of Dorchester Collection drives the company’s use of technology.

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