Senior Orient Express CC Operations Manager

Company Description

We are Accor. We are a worldwide Augmented Hospitality leader. We are more than 230,000 hospitality experts placing people at the heart of what we do, creating new connections & emotions for our guests, nurturing real passion for service and achievement beyond limits.

Our purpose is to pioneer the art of responsible hospitality, connecting cultures with heartfelt care. With over 230,000 hospitality experts in more than 40+ hotel brands, we nurture a real passion for service and achievement beyond limits.

At the Accor Global Reservation Centre, we offer memorable experiences to our clients.
We are an international team helping guests offering them the best experience when making a reservation with Orient Express.

About Orient Express

Artisan of Travel since 1883 Orient Express is a legendary brand, steeped in history and loved by past, present and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion.
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; La Dolce Vita Orient Express, a train embodying the 'Made in Italy' way; Orient Express Silenseas - the world’s largest sailing yacht; and hotels coming to Rome and Venice.
Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee journey and growth.

Job Description

Job Purpose: 

Based in our office in Barcelona, and reporting to the Site Director, the Senior Orient Express Contact Centre Operations Manager will be responsible for managing sales & operations for Orient Express and lead to success a Global team of Luxury Travel Consultants to offer the best Guest Experience across our different products (namely La Dolce Vita, Silenseas, the New Orient Express, La Minerva hotel, Palazzo Donà Giovannelli hotel, and further developments to come).

What you will be doing:

• Champion Accor’s Culture, Mission, Vision and Values 
• Leading the OE global Contact Centre team to ensure they achieve their targets in sales and quality
• Ensuring that the high level of service and the quality approach are delivered by all and ensuring that each consultant achieves luxury standards and sales objectives at each guest’s interactions
• Participating and be involved in the recruitment, development, and growth of the Orient Express Contact Centre Operations team 
• Establishing clear and smart objectives
• Ensuring that the global team has all the support and necessary training to provide a luxurious experience for all High Net Worth Clients and to achieve sales goals
• Defining KPI and SLA in both Quality and Performance with the Site Director
• Being responsible for the Workforce Management (sizing/roasters)
• Being part of the update and improving the existing procedures and policies and creating new ones to drive results
• Participating in the optimization of existing procedures to improve service quality and sales dynamics (sales pitch, after-sales service responses) with the Learning and Development Manager
• Reporting on the activity and productivity (collective and individual)
• Actively participating with the Site Director in the preparation of the department Annual Budget and Strategic Plan and achieving the objectives therein
• Deploying and organizing new projects in accordance with strategy
• Ensuring the smooth and coordination of the operations, ensuring the highest levels of guest satisfaction, employee satisfaction and productivity
• Ensuring B2C and B2B loyalty programs, are represented and maintained
• Serve as a liaison between entities, contact centers, Orient-Express global team and Accor Global Sales Luxury & Lifestyle ensuring consistent B2C/B2B brand messaging
• Building and maintaining stakeholder relationships.

Qualifications

Your experience and skills include:

• MBA or equivalent
• 5+ years in a Senior Sales & Operation Manager or similar position in Luxury Travelling business (ideally with Luxury Cruise and contact centers)
• Fluency in English (C1) is required and other languages such French and/or Italian is an asset
• Proficiency in Software knowledge in CRM (Salesforce) and Microsoft Office Suite (Excel)
• Exceptional experience successfully building and leading sales functions in start-up and/or established travel organizations
• Proven team-builder with outstanding motivational skills and coaching ability 
• Excellent negotiation, interpersonal, communication and leadership skills with ability to influence and build relationships at all levels.
• Positive attitude and agility, a natural collaborator, fast and organized thinker, multi-tasker
• Strong balance of both innovation and respect for heritage

• Deep understanding of the luxury travel distribution landscape including hotels, luxury trains, and cruises
• Analytical mindset with a strong focus on data-driven decision making

• Take initiative to solve problems and make decisions independently and without direct supervision
• Proven project management and organizational skills to ensure plans are managed on time and on budget.
• Ability to exercise discretion and judgement
• Ability to serve as an Accor brand ambassador and truly showcase what it means to work at Accor
• Must be currently legally entitled to work full time in Spain

Additional Information

What is in it for you:

• Private health insurance
• 24 working days of paid holidays per year
• Attractive discounted rates for our iconic properties worldwide
• Daily food allowance
• Incentive plan
• Access to ongoing training and professional development
• Opportunities for career growth
• Diverse, inclusive, and fun work environment
• Positive and supportive company culture
• Work-Life Balance commitment
• Opportunities to give back to the community and make a positive impact

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 It’s Like to Work at Accor Global Reservation Centre:

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