Concierge Guest Experience Coordinator

AccorHotel

22h • Remote

About The Position

In this pivotal role, the Coordinator will drive operations efficiency, coordination, and support for the Orient Express Sailing Yacht Collection, Conciergerie team.

Requirements

• Exceptional verbal/written English is required, other languages an asset
• Experience: 2-3 years in Concierge or Guest Relations Operations, Business Operations, or a similar role, preferably within a luxury or fast-paced, ever-changing operations environment
• Exceptional organizational skills that reflect meticulous attention to detail in an ultra-luxury capacity
• Technical Expertise: Advanced proficiency and hands-on administration of Salesforce CRM, Microsoft Office Suite, with the adeptness to navigate various software tools (Asana, Tableau, PowerBI, Microsoft Teams)
• Analytical & Problem-Solving: Good analytical skills, able to translate complex data into actionable insights and optimize processes (using tools such as Excel)
• Communication & Collaboration: Outstanding written and verbal communication skills; proven ability to collaborate effectively across all organizational levels with clarity and precision
• Ability to multi-task effectively with extreme attention to detail
• Must be currently legally able to work full time in Canada
• You must reside in and be working from one of these provinces: NB, NS, PEI or QC
• Must have a suitable workspace and a high-speed, direct internet connection (no wireless or satellite)

Responsibilities

• 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 Standard Operating Procedures
• Manage the assignment of Customer Relationship Management 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 Orient Express 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’s and European region to maximize proficiency in guest response times

Benefits

• 4 weeks’ paid vacation
• 13 paid statutory holidays, fully paid training delivered virtually
• Comprehensive Benefits: Medical and Dental coverage provided for you and your family, with premiums paid by the company, plus a company matching pension plan of up to 5%.
• Remote Work Flexibility: Enjoy the flexibility and convenience of working remotely from home
• $300 Annual Wellness Subsidy to invest in your well-being
• Travel Discounts: Enjoy exclusive, discounted rates at our iconic Accor luxury hotels around the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees