Dorchester Collection launches academy to share secrets of world class customer service

The Dorchester Collection has launched its new academy where students will be taught to deliver world class customer service.

A section of Lansdowne House, Mayfair, has been converted into seven training rooms, named after the cities that play host to the group's hotels, and will offer bespoke leadership and customer service programmes for luxury businesses and aspirational brands as well as individuals.

The courses have been created from the models and techniques the Dorchester Collection, which has a portfolio of nine luxury hotels in Europe and the US, uses to train its own staff.

Programmes on offer include, fundamentals of great service, ultimate customer experience, ultimate customer recovery, understanding luxury service and the inspirational leadership programme.

The Dorchester Collection's chief people and culture officer, Eugenio Pirri, said the academy had been created following multiple requests for training from other providers, including the London 2012 Olympic team.

Beth Aarons, global director of the Dorchester Collection Academy, said it is already in discussions to provide training for a wide variety of sectors including private jet companies, airlines, car manufacturers, luxury car showrooms, private health care businesses, leisure industry companies, small boutique hotels, private members clubs and building management companies.

She said: "What we are focusing on is the customer. We understand that it's very likely that we share the same customers and if we can in any way support those self same customers to have a fantastic experience at whatever touch points they have that ultimately is going to make that customer a much happier one for all of us, that's what really unites us."

Aarons added: "The core principles of good service are known, although not always followed. We look at what's going to take service from good to great and great to exceptional.

"It's about constantly pushing yourself and your way of thinking to make the service as personal as possible, that personalisation is what really makes the difference in terms of luxury."

In its first week of opening 100 people passed through the academy's doors with Aarons saying the feedback was "incredibly positive".

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