ABOUT THE OVERNIGHT BILINGUAL LUXURY CRUISE & GUEST RELATIONS ROLE

As a Overnight Bilingual Luxury Cruise and Guest Relations Concierge, you will be responsible for creating an exclusive experience for our guests' journey from preparation to their trip and post-trip while meeting their most imaginative expectations.

We are a 24/7 contact center, operating 365 days of the year. Our contact center is located in the heart of the Financial District in Toronto, Ontario with amazing views of the city and walking distance to numerous dining options and the PATH underground network.

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.John Paul Groupis proud to enhance Orient Express guest experience with its know-how and expertise.
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; Orient Express La Dolce Vita, a train embodying the 'Made in Italy' way; Orient Express Silenseas - the worlds largest sailing yacht; and hotels coming to RomeandVenice.
Embark on an exceptional journey with Orient Express/Silenseas as the Head of Guest Relations and Concierge Service dedicated to Orient Express/Silenseas.

If you are passionate about delivering memorable and seamless experiences, exceeding guest expectations, and leading with warmth and dedication, this opportunity is for you!

ABOUT JOHN PAUL/SERVICE CONCIERGE CANADA

Welcome to the John Paul Group world, where we transform ordinary moments into extraordinary and unforgettable experiences for clients and colleagues. Ourcompany's headquarters is based in Paris, France. With a global reach across 40 countries and a growing team of dynamic and passionate individuals, we are committed to delivering exceptional experiences to our clients and their customers. Our unwavering dedication to excellence is rooted in our core values of trust, innovation, and reliability.

Why join us?

John Paul is the worlds leader in premium concierge services. If you have a deep appreciation for luxury service, join us in the pursuit of excellence where you can expect things like:

• A real open-door policy Even though we have employees across the globe, our senior leaders have their (virtual) doors open to everyone, ready to listen and support you.
• Long-term support The average tenure for an employee at our company is five years. In an ever-changing job market, we are proud to celebrate our employees longevity here.
• Competitive salary, paid time off, eligible quarterly bonuses, and other incentives
• Healthcare and Wellness benefits for eligible employees (Medical, Dental, Vision, and more)
• Employee Assistance Program available 24 hours a day, 7 days a week, 365 days a year with confidential counseling and support
• Employee engagement events (in-person and virtual) all year-round
• Opportunity to develop your talent and grow within John Paul or ACCOR (our parent company) brands across the world!
• Exclusive discount and travel programs with ACCOR Hotels and our preferred partners
• Receive an IATA card with additional travel benefits and discounts

KEY RESPONSIBILITIES

• Serve as the first point of contact for guests, providing a seamless and welcoming booking experience.
• Collect and manage guest preferences to curate personalized, exceptional travel itineraries.
• Proactively anticipate and address guest needs before, during, and after their journey.
• Collaborate with onboard and shore-based teams to deliver bespoke services that exceed expectations.
• Provide expert guidance on travel options and exclusive experiences, ensuring guests feel valued and cared for.
• Ensure smooth coordination of pre-arrival and post-journey activities, fostering long-term guest relationships.
• Uphold the highest standards of service, reflecting the elegance and sophistication of our brand.
• Any other duties that are needed to drive to the vision, fulfill our mission, and abide by the values of this organization

JOB REQUIREMENTS

• A preference for two or more years of experience in the cruise, luxury travel, or high-end hospitality industries.
• Proven ability to provide exceptional guest service to high-profile clients, with discretion and meticulous attention to detail.
• Ability to work evening shifts.
• Strong interpersonal skills, emotional intelligence, and the ability to connect with guests effortlessly.
• Experience in crafting personalized travel solutions or concierge services is highly valued.
• Fluent in French and English (additional languages are an asset).
• A passion for luxury travel, with a keen sense of elegance and precision.
• Team-oriented mindset with strong problem-solving and organizational skills.
• Familiarity with cruise operations or port culture is a plus but not required.
• Proficiency in effective verbal and written communication
• Experience and ability to use technology, such as CRM, Excel, and Outlook, are required.
• Extensive knowledge of private transportation, dining options, entertainment, and local attractions is preferred.
• Possess the ability to perform effectively in this role.

EEO We are an Equal Opportunity Employer

John Paul values diversity and respect in the workplace; it's integrated into our corporate values. We celebrate and welcome diversity and are committed to creating an inclusive and equitable environment.

Furthermore, we expect every member of the John Paul community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve. Persons with disabilities who may need accommodations for any part of the recruiting process are encouraged to discuss this with the Hiring Manager during contact.

VISA REQUIREMENTS

Canada Work Authorization is required.