Guest Experience Manager
il y a 3 semaines
Company Description
Artisan of Travel since 1883 and Birthplace of stories and legends since 1887, Orient Express and Raffles are two legendary brands, both steeped in history and loved by generations past, present and future.
Representing the pinnacle of ultra-luxury hospitality within Accor Group, both brands are currently going through exciting phases of rebirth and expansion.
Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage, and the environment. It’s timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend, and returns as family.
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 ship; and hotels coming to Rome and Venice.
Progressively shaping the future of luxury hospitality, both Raffles and Orient Express are focusing on employee journey and growth.
**Job Description**:
Reporting
The Guest Experience Manager will report directly to the VP Global Brand of Orient Express.
Location
Orient Express team based in Paris, can be remotely based with regular presence in Paris.
Mission
The Guest Experience Manager is responsible for ensuring the highest levels of guest experience at a brand level.
He/She is responsible for the complete guest journey and liaising with any area impacting the guest’s experience.
Plans, directs, and coordinates activities to ensure exceptional service is achieved. Provide operational support for
both On & Off board activities to ensure the Orient Express standards of products and services are reached.
Role and responsibilities
- Ensure the implementation of the Orient Express Brand Standards for all Off board and Onboard Experiences.
- Crafting the guest experience before and after the train journey, including pre-journey communications, check-in, and baggage handling.
- Overseeing the railway facilities (embarkation & disembarkation points), Backoffice & satellite kitchens and stores including railway lounges (Departure Lounge).
- Collaborate and communicate the advances directly to Orient Express Brand to ensure any project status is up to date.
- Close work with VP Global Brand on the itinerary’s definition and off board experiences.
- Visit, inspect and spot check Orient Express Experiences continuously and coordinate weekly Hotel / Train / Cruise inspections. Reporting back to HQ to ensure quality standards are maintained according to the Orient Express Guidelines.
- Liaising with other departments within the organization, including purchasing, capacity control, engineering, sales & marketing, IT to ensure that passenger services are aligned with overall company objectives.
- Establish relationships with vendors and suppliers, including those providing food and beverage, cleaning, and maintenance services along our itineraries together with our Railway Operator.
- Manage the guest experience, ensuring that all guests receive exceptional service and that any complaints or issues are promptly addressed by the onboard team or Sales team depending on time of the occurrence and complaints.
- Communicates and keeps close working relations with the Railways facilities to make sure itineraries can match our guest experience brand expectations (timing, quality, facilities )
Brand
- Provide a professional, advisory and executive support service to our future Passenger Services Managers, Tour & Experiences Managers, Train Managers to assist in meeting the Orient Express strategic goals.
- Oversee the development and implementation of policies & procedures for all Guest Experiences.
- Ensure the implementation of the brand concepts, brand markers and brand rituals on brands assets -Trains, Cruises, Hotels.
- Together with the VP Brand, oversee the development of brand reference books as appropriate; collaborate on the creation of guidelines and collaterals to support the implementation of brand programs;
- Identify potential development of new services, products, brand standards and programs for adjustments of overall guest experience, capital expenditure, equipment, and personnel requirements.
- Follow and adjust established budgetary guidelines for an effective implementation of the brand strategy.
Guest Experience
- Direct the implementation of brand identity guidelines to ensure consistency across the different brand
- assets: Trains, Cruises, Hotels.
- Spearhead the definition of the brand essentials (
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