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Orient Express - Concierge Guest Experience (Onshore)

Would you like to work for a company where hospitality is a work of heart and you can be all you are?

Our purpose is to pioneer the art of responsible hospitality, connecting cultures with heartfelt care. With over 230,000 hospitality experts in more than 40+ hotel brands, we nurture a real passion for service and achievement beyond limits.

At the Accor Global Reservation Centre, we offer memorable experiences to our clients.

You will be part of an international team helping guests offering them the best experience when making the reservation in the luxury hotels around the world. You will be sharing your expertise and knowledge of our spectacular, world-class locations and properties while having authentic conversations with guests. 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.

About 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.

Job Description

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

Qualifications

Minimum of one year experience in frontline luxury concierge or client service roles. Proven ability to curate high-end experiences.
Deep understanding of ultra-luxury travel and discerning guest needs.
Ability to anticipate and deliver proactive service.
Exceptional verbal/written English required, French is a strong asset.
Build rapport effortlessly.
Proficient with CRM/digital platforms.
Meticulous, organized, adaptable in a fast-paced, ever-changing, luxury environment.
Ability to multi-task effectively with extreme attention to detail.
Flexibility to be scheduled days, evenings and weekends.

Additional Information

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!