Concierge Guest Experience Coordinator
AccorHotel
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Job Description
Concierge Guest Experience Coordinator (Onshore)
In this pivotal role, the Coordinator will drive operations efficiency, coordination, and support for the Orient Express Sailing Yacht Collection, Conciergerie team.
What's In It for You:
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 You'll be Doing:
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