Concierge Guest Experience Coordinator

Company Description

About the Accor Global Reservation Centre Moncton

For over 30 years, we’ve been part of Moncton’s exciting evolution, helping shape its growth while proudly serving as a local employer of choice. We are recognized for our strong community contributions and our dedication to creating exceptional, memorable luxury experiences for every guest.

About the Orient Express Sailing Yacht

140 years after the launch of its first luxury trains, the Orient Express legend continues with the launch of the world's largest sailing ships, the Orient Express Corinthian. A revolution in maritime history, and a fabulous project that pushes back the limits of what is possible. The result of a unique French partnership between Accor, the world leader in hospitality, and Chantiers de l'Atlantique, the world's leading cruise ship builder. This extraordinary sailing ship of the future, with its spectacular interiors, will set sail in 2026.

About the Team:

The Orient Express Conciergerie team is an elite department dedicated to the Orient Express Sailing Yachts collection. The Conciergerie team will be the point of contact for our discerning guests, curating every detail of their pre-voyage preparations and providing seamless experience pre- and post-voyage.

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

Qualifications

What You Need to Be Successful:

• Exceptional verbal/written English is required, other languages an asset
• 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

Availability, Location, and Internet:

• Must be currently legally able to work full time in Canada
• This is a full-time, permanent career opportunity, we are not hiring for part-time or for temporary summer student positions
• You must reside in and be working from one of these provinces: NB, NS, PEI or QC
• Must have a suitable workspace and a high-speed, direct internet connection (no wireless or satellite)

Additional Information

About Orient Express

Artisan of travel since 1883, Orient Express sublimates the art of travel with its luxury trains, hotels, and sailing yachts. The brand has just launched its first hotel, Orient Express La Minerva, in Rome – which will be followed by Orient Express Venezia at Palazzo Donà Giovannelli in 2026. The experience continues with the recent launch of La Dolce Vita Orient Express train, followed by Orient Express Corinthian in 2026, the first of two Orient Express Sailing Yachts, and finally, the return of L’Orient Express train to railways. Since 2022, Orient Express is part of Accor Group’s leading collection of luxury brands with a century-old legacy in the hotels and fine- dining sectors. In 2024, Accor and LVMH entered into a strategic partnership to accelerate the development of Orient Express.

Why Accor Global Reservation Centre?
We value diversity, sustainability, and community impact. You’ll work with a passionate team dedicated to discovering your talents and helping you thrive in your career. Embodying our commitment, we accelerate sustainability through carbon footprint reduction, ethical innovation, raising awareness, and fostering exemplary behaviors among both Guests and Partners.

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 Accor’s limitless possibilities. At Accor, every chapter of your story is yours to write, and together we can imagine tomorrow’s hospitality!

Deadline to apply is 4:00pm Tuesday, April 8, 2026

How to Apply: Use Keyword: Moncton

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