Company Description
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. Follow the journey at @orientexpress on Instagram or visit the website at www.orient-express.com.
About Orient Express Palazzo Donà Giovannelli
Orient Express will open its second hotel in Italy at the exceptional Palazzo Donà Giovannelli in Venice, in partnership with the Italian luxury hotel group ARSENALE. Architect and interior designer Aline Amar d’Amman, alongside her studio Culture in Architecture, has been entrusted to design and decorate the space.
Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train – that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy – will be the home of the second Orient Express hotel, set to open in 2026.
Job Description
We are looking for a Guest Relations Officer to provide high-quality service to our hotel customers. You will address complaints and go the extra mile to make sure our guests are satisfied.
In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.
Your goal will be to ensure our guests enjoy themselves and plan to come back to our facilities.
Qualifications
- Review arrival lists to welcome guests
- Attend to special guests (e.g. VIPs) and answer their inquiries
- Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with customers
- Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
- Record information in the logbook daily
- Ensure compliance with health and quality standards
Additional Information
• Supplementary health insurance in addition to the National Collective Labor Agreement, extended to family members as well.
• Meal vouchers (Restaurant Ticket).
• Annual leave.
• ALL – Heartist® Program: employee benefit card offering discounted rates at all ACCOR properties and partner locations worldwide.
• Training and development: opportunities to develop your talent and grow within the property and at an international level.
Commitment to Diversity and Inclusion: we are an inclusive company and our goal is to attract, select, and promote diverse talents.
