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鈥檚
- 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鈥檚 and European region to maximize proficiency in guest response times