Concierge Guest Experience Manager (Onshore)

About the Accor Global Reservation Centre Moncton

For over 30 years, we’ve been part of Moncton’s exciting evolution, helping shape its growth while proudly serving as a local employer of choice. We are recognized for our strong community contributions and our dedication to creating exceptional, memorable luxury experiences for every guest.

About the 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. 

About the Team: 

The Orient Express Conciergerie team is an elite department dedicated to the Orient Express Sailing Yachts collection. The Conciergerie team will be the point of contact for our discerning guests, curating every detail of their pre-voyage preparations and providing seamless experience pre- and post-voyage.

Concierge Guest Experience Manager

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.

What's In It for You:

• 4 weeks’ paid vacation, 13 paid statutory holidays, fully paid training
• Comprehensive Benefits: Medical and Dental coverage provided for you and your family, with premiums paid by the company, plus a company matching pension plan of up to 5%.
• Remote Work Flexibility: Enjoy the flexibility and convenience of working at the centre or hybrid. 
• $300 Annual Wellness Subsidy to invest in your well-being
• Travel Discounts: Enjoy exclusive, discounted rates at our iconic Accor luxury hotels around the world

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 Customer relationship management Tool, 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, Standard Operating Procedures, Service Level Agreements, 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

What You Need to Be Successful: 

• Exceptional verbal/written English is required, other languages an asset
• Experience and/or education in Hospitality, Tourism, Sales, Customer Service, Contact Centre or Luxury Sales and Service
• 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

Availability, Location, and Internet: 

• Must be currently legally able to work full time in Canada
• This is a full-time, permanent career opportunity, and you must be able to work from our Centre in Moncton, New Brunswick, Canada
•  You may choose either in-house, or hybrid (minimum 3 days weekly in office).  Please note:  fully home based is not an option for this position  
• Must have a suitable workspace at home if hybrid, and a high-speed, direct internet connection (no wireless or satellite)

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.

Why Accor Global Reservation Centre?
We value diversity, sustainability, and community impact. You’ll work with a passionate team dedicated to discovering your talents and helping you thrive in your career. Embodying our commitment, we accelerate sustainability through carbon footprint reduction, ethical innovation, raising awareness, and fostering exemplary behaviors among both Guests and Partners.

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!

Deadline to apply is 4:00pm Tuesday, March 24, 2026

How to Apply:  careers.Accor.com   Use Keyword: Moncton

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