We are seeking a polished, intuitive Concierge to join our elite team dedicated to the Orient Express Sailing Yachts collection. As a Concierge, you 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. This position is based in our offices in Barcelona. Professional Level fluency in writing, reading and speaking English is required, fluency in French is a strong asset.
What You'll be Doing:
• Proactive, personalized guidance for guests from pre-voyage and post-voyage. Collect detailed preferences; manage all documentation
• Book bespoke experiences (excursions, transfers, activities).
• Proactively identify and present upsell/cross-sell opportunities.
• Liaise with luxury providers and finalize payments
• Utilization of the CRM, guest portals, guest apps, and other proprietary systems to personalize and streamline guest interactions, ensuring a flawless digital experience
• Coordinate extensively with internal teams (Yacht Operations and Sales) for perfect execution
• Resolve routine inquiries promptly; discreetly escalate complex issues to management
• Meet and exceed key performance indicators, including SLA’s, quality assurance and other assigned KPI’s