Travel Curators - Team Guest Relations at Accor

Rome, Lazio, Italy -

Full Time

Start Date

Immediate

Expiry Date

07 May, 26

Salary

0.0

Posted On

07 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Management, Customer Profiling, Organizational Skills, Digital Tools, CRM Systems, Customer Experience Management, Communication Skills, Problem-Solving Skills, Team-Oriented Mindset, Cultural Sensitivity, Attention to Detail, Proactive Approach, Luxury Service Standards, Interpersonal Skills, Service Quality, Complaint Handling

Industry

Hospitality

Description

Company Description 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. Follow the journey at @orientexpress on Instagram or visit the website at www.orient-express.com. About Orient Express Venezia at Palazzo Donà Giovannelli Orient Express will open its second hotel in Italy at the exceptional in Venice. Architect and interior designer Aline Amar d’Amman, alongside her studio Culture in Architecture, has been entrusted to design and decorate the space. Venice, once the gateway to Constantinople and a mythical stop on the legendary Orient Express train – that opened its doors in 1919 with the completion of the Simplon tunnel linking Switzerland to Italy – will be the home of the second Orient Express hotel, set to open in 2026. About Orient Express La Dolce Vita La Dolce Vita Orient Express is the first Italian luxury cruise on rail, offering a unique travel experience across the country. Inspired by the golden age of railway tourism, the train features itineraries connecting Italy's major cities and destinations, providing passengers with top-class service, exceptional comfort, gourmet cuisine, and a refined atmosphere. The project aims to celebrate the charm and beauty of Italy, making each journey an unforgettable experience. About Orient Express La Minerva Considered as the beloved capital of the Orient Express legend, Rome is the first Orient Express hotel, La Minerva, in 2025. Orient Express has entrusted the interior architecture and artistic direction of the hotel Hugo Toro. The former Palazzo Fonseca is a sumptuous 17th-century palace with a huge, majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldo Rinaldi, a disciple of Canova, and the fascinating goddess Minerva. At the end of 2024, a new décor and interior inspired by the Roman domus and the riches of the "Eternal City" will be revealed with a new touch of contemporary elegance. Job Description 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 Express’s 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 Express’s 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 Express’s 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. Job-Category: CORPORATE DEFAULT Job Type: Permanent Job Schedule: Full-Time

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Responsibilities

As a Travel Curator, you will shape the guest experience by building detailed guest profiles and ensuring personalized service. You will also manage guest requests and complaints while maintaining high service quality standards.