Concierge Guest Experience Coordinator OE (Onshore)

In this pivotal role the Coordinator will drive operations efficiency coordination and support for the Orient Express Sailing Yacht Collection Conciergerie team. This position is based in our Centre in Barcelona. Professional level fluency in writing reading and speaking English and French or other additional language are an asset.

What Youll 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 SOPs
• Manage the assignment of CRM 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 OE 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 Americas and European region to maximize proficiency in guest response times

Qualifications :

• 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

Additional Information :

We support you to learn and grow every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities. At Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality!

Location and Availability Requirements:  

• Must be currently legally entitled to work Full Time in Spain 
• We offer rotating schedules
• 2 consecutive days off (two weekends off per month guaranteed)
• Current opening hours: Mon-Sun 8am to 10pm

Our Commitment to Diversity & Inclusion

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

Do what you love care for the world dare to challenge the status quo! #BELIMITLESS

What Its Like to Work at Accor Global Reservation Centre:

LK : Accor GRC Barcelona
IG : GRC Barcelona
TikTok : 

Remote Work :

No

Employment Type :

Full-time