Orient Express - Concierge Guest Experience Coordinator (Onshore)

Would you like to work for a company where hospitality is a work of heart and  you can be all you are?

Our purpose is to pioneer the art of responsible hospitality, connecting cultures with heartfelt care.  With over 230,000 hospitality experts in more than 40+ hotel brands, we nurture a real passion for service and achievement beyond limits.

At the Accor Global Reservation Centre, we offer memorable experiences to our clients.
You will be part of an international team helping guests offering them the best experience when making the reservation in the luxury hotels around the world. You will be sharing your expertise and knowledge of our spectacular, world-class locations and properties while having authentic conversations with guests.  

About Orient Express

Artisan of travel since 1883, Orient Express sublimates the art of travel with its luxury trains, hotels, and sailing yachts. The brand has just launched its first hotel, Orient Express La Minerva, in Rome – which will be followed by Orient Express Venezia at Palazzo Donà Giovannelli in 2026. The experience continues with the recent launch of La Dolce Vita Orient Express train, followed by Orient Express Corinthian in 2026, the first of two Orient Express Sailing Yachts, and finally, the return of L’Orient Express train to railways. Since 2022, Orient Express is part of Accor Group’s leading collection of luxury brands with a century-old legacy in the hotels and fine- dining sectors. In 2024, Accor and LVMH entered into a strategic partnership to accelerate the development of Orient Express.

About Orient Express Sailing Yacht

140 years after the launch of its first luxury trains, the Orient Express legend continues with the launch of the world's largest sailing ships, the Orient Express Corinthian. A revolution in maritime history, and a fabulous project that pushes back the limits of what is possible. The result of a unique French partnership between Accor, the world leader in hospitality, and Chantiers de l'Atlantique, the world's leading cruise ship builder. This extraordinary sailing ship of the future, with its spectacular interiors, will set sail in 2026.

In this pivotal role, the Coordinator will drive operations efficiency, coordination, and support for the Orient Express Sailing Yacht Collection, Conciergerie team. This position is based in our Centre in Barcelona. Professional level fluency in writing, reading and speaking English and French or other additional language are an asset.

What You'll be Doing:

• Generate and deliver comprehensive data-driven reports for the Orient Express Sailing Yacht Concierge team as needed
• Utilize advanced analytical skills to provide actionable insights into performance trends and areas for improvement to provide empowering informed strategic decision-making
• Maintain and optimize the organization of digital resources, to ensure efficient access to critical sales operations documentation, training materials, team and product knowledge, and SOP’s
• Manage the assignment of CRM cases to relevant team members, ensuring balanced workloads and adherence to established service level targets, thereby optimizing resolution efficiency and customer satisfaction
• Facilitate internal team communications by proactively disseminating important operational updates, policy changes, and other critical information to ensure team-wide awareness and coordination
• Liaise with OE Operations Supervisor and Orient Express Sales Operations Specialist in the Global Reservation Centre Sales department to ensure smooth transition of bookings between teams along with collaborating on best practices and perfecting processes within both departments
• Provide ad-hoc support for special projects and initiatives crucial to the growth and continuous improvement of the Orient Express Global Reservation Contact Centre, demonstrating adaptability and a proactive approach to evolving operational needs
• Schedule Concierge team members in both the America’s and European region to maximize proficiency in guest response times

• Experience: 2-3 years in Concierge or Guest Relations Operations, Business Operations, or a similar role, preferably within a luxury or fast-paced, ever-changing operations environment
• Exceptional organizational skills that reflect meticulous attention to detail in an ultra-luxury capacity
• Technical Expertise: Advanced proficiency and hands-on administration of Salesforce CRM, Microsoft Office Suite, with the adeptness to navigate various software tools (Asana, Tableau, PowerBI, Microsoft Teams)
• Analytical & Problem-Solving: Good analytical skills, able to translate complex data into actionable insights and optimize processes (using tools such as Excel)
• Communication & Collaboration: Outstanding written and verbal communication skills; proven ability to collaborate effectively across all organizational levels with clarity and precision
• Ability to multi-task effectively with extreme attention to detail

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

What It’s Like to Work at Accor Global Reservation Centre:

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