In our special Hospitality ON issue on hospitality management schools and trainings, we unveil human resources programmes from hotel groups. Here's our interview of Beth Aarons Global Director for Dorchester Collection Academy.
Any innovative or unique aspects of the programme?
We work with individuals as well as luxury and aspirational brands across the globe, providing training design and delivery as well as consultancy support. We recognize that every person and every business is unique, however what unifies those we work with is that we share many of the same customers.
Specialists within our academy team take what we do within our wonderful hotels and remodel this to work in any business sector where exceptional customer service is key to success.
What makes us so different is that we are an operating business; you can see and experience our service at every touchpoint when you connect with our hotels. Within the academy, we know you are really buying in to the Dorchester Collection brand; you want to be able to learn from us and implement this back in the workplace.
Who and/or what ideas are behind this programme?
Dorchester Collection hotels are icons in their own right with a worldwide reputation for offering the best and most sought-after experiences and unparalleled standards of service. Dorchester Collection Academy give us an opportunity to share our wealth of expertise in the luxury market, with others. Beth Aarons
How sustainable is this programme?
As our customers change so do we, this means that our programmes are continuously evolving to ensure that our content is in keeping with today’s service expectations.
To what extent is this programme part of your employer brand communication strategy?
Many luxury brands are experts in their own right, whether its cars, jewellery, or other premium products. Our expertise is customer service. Our aim is to inspire exceptional service experiences and we work with other brands to help them achieve this.
What are the KPIs measured, and their results or trends?
To date, we have trained over 2000 people within 40 different businesses across 11 sectors from private jets and aviation, through to the automotive industry, private members clubs, private healthcare, luxury retail, wealth management and private households.
Are additional/complementary steps being considered?
Our Development Programmes provide this. We offer an Inspirational Leadership series which comprises of four programmes for leaders at various stages of their career. This can be further supported with one-to-one coaching. Our recently launched Estate Manager Development Programme and Sales Development Programme are tailored to the exact needs of the learner.
