Job Description
We are seeking an experienced leader to establish and lead our Conciergerie team for the Orient Express Sailing Yachts. As the Manager of Concierge Guest Services, you will ensure the team offers effective and seamless pre-and post-voyage guest experiences. This role demands strategic foresight, and an unwavering commitment to delivering service beyond expectation. This position is based in our Centre. Professional Level fluency in writing, reading and speaking English and French or other languages could be an asset. What You'll be Doing:
* Oversee a team of Concierge specialists who manage the full yacht guest journey, including collecting guest information and preferences, booking services, handling documents, finalizing payments and arranging transfers
* Manage all service standards for all guest interactions, from pre-voyage to post-voyage to ensure proactivity with full attention to upsell and cross-sell opportunities
* Build and maintain relationships with external luxury service providers (e.g., private travel, transport) to support your team’s guest requests
* Drive the effective utilization of the CRM, guest portals, guest apps, and other proprietary systems to personalize and streamline guest interactions, ensuring a flawless digital experience
* Development and Management of department training, reports, SOP’s, SLA’s, Knowledge base documents, quality assurance and other major functions and responsibilities required for a successful, efficient department
* Act as a key liaison with Orient Express Yacht Operations, Sales, Marketing, and Yacht Operations to ensure seamless guest satisfaction
* Handle guest escalations and support with complex requests professionally
Qualifications
* Minimum 3+ years in leadership roles within the luxury hospitality industry with a proven track record of building and managing high-performing teams. A deep understanding of Concierge operations is an asset
* Solid understanding of the ultra-luxury travel market, specifically the unique needs, and exclusive expectations of individuals embarking on a sailing yacht journey
* Ability to translate the Orient Express brand vision into actionable service strategies and operational plans that are both innovative and well executed
* Meticulous attention to detail, exceptional organizational and a proven ability to manage complex operations in a fast-paced, ever-changing, luxury environment
* Proficient with CRM systems, digital guest platforms, and the ability to leverage technology for service enhancement, keeping pace with modern luxury travel
* We support you to learn and grow every day, making sure that work brings purpose to your life so that during your journey with us, you can continue to explore Accor’s limitless possibilities. At Accor, every chapter of your story is yours to write, and together we can imagine tomorrow’s hospitality!
Additional Information
We support you to learn and grow every day, making sure that work brings purpose to your life so that during your journey with us, you can continue to explore Accor’s limitless possibilities. At Accor, every chapter of your story is yours to write, and together we can imagine tomorrow’s hospitality!
Location and Availability Requirements:
* Must be currently legally entitled to work Full Time in Spain
* We offer rotating schedules
* 2 consecutive days off (two weekends off per month guaranteed)
* Current opening hours: Mon-Sun 8am to 10pm
Our Commitment to Diversity & Inclusion
We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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