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鈥檚 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鈥檚, SLA鈥檚, 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