Editorial Board   Guest Author

Mr. Pirri

Eugenio Pirri

Chief People & Culture Officer, The Dorchester Collection

As the chief people & culture officer for the London-based Dorchester Collection, Eugenio Pirri and his team are responsible for all aspects of Human Resources, Learning and Development, Employee & Guest Engagement, Innovation, Corporate Responsibility and The Dorchester Collection Academy Centre which offers high-calibre learning and development to external audiences globally. In his role, he works with all functions in the business to ensure people are the cornerstone of every business decision.

Mr. Pirri is a well-rounded professional with an exceptional background in people leadership, organisational development, people practices, education, development and operations; global experience within diverse cultures and attitudes. He leads the business and change by thoughtfully challenging the status quo, disrupting traditional ways of thinking, showing common ground where needed and building long term sustainable people and strategic initiatives.

Mr. Pirri has over 30 years of operations and people resources experience, a proven success record in people management, operational performance, human resources, organisational development, finance, change management, employee relations, grounded in a holistic approach to employee and guest engagement within all constituents of the business. He has knowledge and experience operating and managing in several countries including the United Kingdom, Canada, United States, France, Italy, Germany, Switzerland and Japan.

He and his team have been awarded several accolades including Distinction in Talent Management by the HR Distinction Awards, Excellence in Employee Engagement from HR in Hospitality and Employee Engagement Company of the Year by the Employee Engagement Awards. Mr. Pirri has been recognised as HR Director of the Year and, for the past five years, has been ranked in the HR Most Influential List by HR Magazine. He is regularly asked to provide his views and opinion in the media and, in 2016, published his first book, Be A People Leader - A Sustainable Framework for Achieving your Full Potential. You can follow him on LinkedIn and Twitter.


Please visit http://www.dorchestercollection.com for more information.

Mr. Pirri can be contacted at +44 207-629-8888 or eugenio.pirri@dorchestercollection.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.