Senior Team Leader, Concierge Guest Experience

Senior Team Leader Concierge Guest Experience

We are seeking an experienced and inspiring Senior Team Leader to support and guide our Concierge Guest Experience team for the Orient Express Sailing this role you will lead the day-to-day operation of the Concierge team across our Luxury Contact Centres ensuring every guest interaction is delivered with precision personalization and a commitment to ultra-luxury service standards.

As the direct leader of the Concierge team you will coach support and motivate team members across our centres in both Barcelona and Moncton. You will ensure that all post-booking guest journeys are managed seamlessly through to embarkation while maintaining service excellence operational efficiency and strong commercial focus through upsell and cross-sell opportunities.

This role requires strong people leadership operational discipline attention to detail and the ability to thrive in a fast-paced and evolving luxury environment.

Reports to: Concierge Guest Experience Manager

Location: Accor Global Reservation Centre Moncton

What youll be doing:

• Collaborate with Onboard Operations Destination Experience Sales and other stakeholders to ensure guest logistics including transfers personal detail collection special onboard requests and final payments are completed with full attention and accuracy
• Lead coach and support the Concierge Guest Experience team across Barcelona and Moncton.
• Oversee daily operations to ensure service excellence SLA compliance and smooth guest support.
• Manage performance training scheduling and ongoing development of team members
• Support complex guest requests escalations and bespoke travel arrangements from post-booking and post disembarkation
• Drive upselling and cross-selling opportunities while maintaining ultra-luxury service standards.
• Support the implementation of new procedures systems and seasonal operational changes with agility and clarity

Whats In It for You:

• Base Pay Range: $65000 - $70000 annually  incentive plan
• 4 weeks of paid vacation 13 paid statutory holidays
• 1 paid volunteer day each year to give back to your community
• $300 annual wellness subsidy to support your well-being
• Company-paid medical and dental coverage for you and your family
• Company-matching pension plan of up to 5%

Qualifications :

What You Need to Be Successful:

• This position is hybrid full time remote is not an option. Must be able to work onsite at our office in Moncton a minimum of 3 days weekly. 
• Fluency in English both written and spoken is required and fluency in French is an asset
• Previous leadership of 3 years in a supervisory role within luxury hospitality concierge travel or guest service operations
• Strong understanding of luxury guest expectations and personalized service delivery
• Proven ability to lead coach and develop high-performing teams in a fast-paced ever-changing service environment
• Strong organizational skills and exceptional attention to detail
• Ability to manage multiple priorities and operational demands while maintaining service excellence
• Experience monitoring KPIs service levels and team productivity
• Confident in handling escalated guest situations and supporting complex service requests
• Comfortable working with Customer Relationship Management (CRM) systems guest platforms and digital tools to enhance service delivery
• Ability to work collaboratively across departments and cultures particularly in a multi-location environment

Additional Information :

Your Team

You will join a diverse multicultural team of well-travelled professionals who are passionate about what they do. We foster meaningful connections celebrate diverse cultures and create a warm caring environment where everyone can be themselves and feel they belong.

Inclusion is at the heart of who we are. We welcome every voice value diverse perspectives and support our people in growing and thriving in their careers.

Why Accor Global Reservation Centre

We value diversity sustainability and community impact.

We are proud of our commitment to responsible hospitality including reducing our carbon footprint supporting ethical innovation raising awareness and encouraging exemplary practices among both guests and partners.

At Accor we support you to learn and grow every day so your work brings purpose to your life. When you join us every chapter of your story is yours to write and together we can imagine tomorrows hospitality.

How to Apply:

Apply at using the keyword Moncton deadline to apply is 12:00 noon October 5 2026

Connect with us on Facebook Instagram and LinkedIn to learn more about our workplace culture and exciting career opportunities. Search for Accor Global Reservation Centre Moncton.

Hospitality is a work of heart!

Remote Work :

No

Employment Type :

Full-time