Travel Curators Team Guest Relations

As a Travel Curator you are the architect of the guest experience working closely with onboard teams to translate expectations into impeccable service aligned with Orient Expresss standards of excellence. You serve as the vital connection between guests and the onboard crew shaping journeys before guests even step onboard.

Key Responsibilities

Guest Profile Building

• Collect and analyze guests preferences habits and expectations with precision

• Develop detailed Guest Profile Reports incorporating qualitative insights and historical data

• Share profiles with onboard and Guest Relations teams to ensure seamless and tailored service

• Guarantee personalized service from the very start of the journey

Request Management & Communication

• Respond promptly and professionally to guest requests

• Coordinate special requirements including dietary needs private celebrations and exclusive services

• Provide clear accurate and engaging information on itineraries excursions and experiences

• Proactively anticipate needs and promote cultural initiatives distinctive to the brand

• Conduct pre-departure calls to review the journey confirm expectations and deepen understanding of guest preferences

• Identify cross-selling opportunities based on guest profiles and share insights with onboard teams

Service Quality & Complaint Handling

• Detect potential issues or dissatisfaction prior to departure

• Manage complaints discreetly empathetically and with a solution-focused approach

• Ensure compliance with Orient Expresss high-quality standards

• Collect structured feedback to support continuous improvement

Analysis & Reporting

• Monitor and analyze guest preferences recurring requests and service performance data

• Prepare periodic reports on customer insights improvement opportunities and cross-selling results

• Contribute to the evolution of customer experience processes through qualitative and quantitative analysis

Qualifications :

Technical Skills

• Experience in client management within luxury hospitality high-end travel or premium service environments

• Strong customer profiling abilities and careful handling of sensitive information

• Excellent organizational skills and coordination across multiple stakeholders (onboard teams suppliers partners)

• Proficiency with digital tools and CRM systems for managing requests and guest profiles

• Knowledge of customer experience management processes and luxury service standards

Interpersonal & Soft Skills

• Strong customer focus and meticulous attention to detail

• Excellent written and verbal communication skills with a clear elegant and professional style

• Ability to effectively explain and showcase products in an engaging and personalized manner

• Proactive approach with the ability to anticipate guest needs

• Outstanding problem-solving skills and ability to manage critical situations calmly and discreetly

• Team-oriented mindset and capability to thrive in dynamic high-complexity environments

Other Requirements

• Previous experience in similar or related roles (Travel Consultant Guest Experience Concierge high-end Customer Care)

• Fluent in Italian and English; knowledge of a third language is a plus

• Operational flexibility and availability to manage requests within variable timeframes

• Cultural sensitivity and passion for travel art and exclusive experiences

• Alignment with Orient Expresss brand values and high standards of excellence

Additional Information :

• A competitive package (base salary and yearly bonus)  

• Medical Insurance integrating Collective Labor Agreement one and extended to the family  

• Ticket Restaurant  

• Annual leave  

• ALL - Heartist Program: Employee benefit card offering discounted rates at all ACCOR locations and partner venues worldwide.  

• Learning & development: Opportunity to develop your talent and grow within your property and across the world!   

• Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract recruit and promote diverse talent.  

Our commitment to Diversity & Inclusion: 

 
We are an inclusive company and our ambition is to attract recruit and promote diverse talent. 

Remote Work :

No

Employment Type :

Full-time