Concierge Guest Experience Manager - Orient Express (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.

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

• 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!

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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