Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion. John Paul Group is proud to enhance Orient Express guest experience within its knowhow and expertise.
Orient Express embodies the refined nomadic spirit of travel, inviting each traveler to a place where the journey is the destination. Bringing awe-inspiring travel experiences to a new generation of adventurers, its exceptional portfolio includes The Orient Express, with its original carriages reimagined as the new embassy of French luxury; Orient Express La Dolce Vita, a train embodying the 'Made in Italy' way; Orient Express Silenseas - the world’s largest sailing yacht; and hotels coming to Rome and Venice.
Embark on an exceptional journey with Orient Express/Silenseas as the Chief Concierge dedicated to Orient Express/Silenseas.
If you are passionate about delivering memorable and seamless experiences, exceeding guest expectations, and leading with warmth and dedication, this opportunity is for you!
JOB DESCRIPTION
As the Chief Concierge based in Miami, you will oversee the daily operations of our concierge team. The team will be involved in the pre- and post-stay phases of guests' journey. The concierge team will serve as the main point of contact for all guest inquiries until their embarkation and will then support the onboard operational teams, assisting them with any requests they need our support for. You will be responsible for ensuring the highest quality of service experience to our high-net-worth guests while maintaining smooth operations ensuring every guest interaction is marked by excellence and luxury care.
Concierge Service
· Create, lead and mentor a team of luxury concierges to deliver exceptional service, fostering a culture of excellence.
· Create and oversee service delivery of bespoke travel experiences.
· Manage complex guest requests and VIP escalations
· Coordinate and collaborate with elite service providers, guest services, onboard teams, land operations, and luxury partners to enhance guest experiences.
· Coordinate post-journey follow-up and future booking assistance.
Guests Relations
· Act as the primary point of contact for any Orient Express guests’ inquiries regarding the journey ahead and bespoke experience.
· Provide strategic support to all implicated teams, aligning strategies and optimizing performance.
· Foster strong relationships with elite service providers, luxury partners and operational teams to drive revenue and enhanced guests’ expectations.
· Ensure alignment of strategies with the broader vision and objectives of Orient Express.
Process Optimization
· Streamline processes and develop standard operating procedures to enhance efficiency between elite service providers, guest services, onboard teams, land operations, and luxury partners.
· Write and implement best practices to ensure consistency and effectiveness in guest requests management to align with Orient Express expectations and values.
· Drive continuous improvement in guest satisfaction and team performance.
Qualifications
Experience & Expertise
· 5 years of experience as a Chief Concierge or similar leadership role in luxury, cruise operations, yachting services, private client services, or family office.
· Proven track record managing high-profile client relationships
· Les clefs d’Or profile is a plus.
Skills & Competencies
· Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
· Experience in yacht chartering (as provider or customer) and/or maritime culture with its logistics is required.
· Excellent communication and interpersonal skills, with a natural ability to connect with guests and anticipate their needs.
· Strong attention to detail, highly responsible, organized & reliable.
· Strong problem-solving skills, the ability to solve any guest’s escalation.
· Proficiency in software and multi-tasking.
· Fluency in verbal and written English is essential, proficiency in the French language is a plus.
Education
Bachelor’s/master’s degree in hospitality, Business, Tourism or related field.
Visa Requirements
USA Work Authorization is required.
Additional information
Base Salary, incentive, bonus plan, healthcare benefits, paid time off, ACCOR Heartist membership and more.
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