First Concierge for Orient Express Sailing Yachts in London

V.Ships Leisure is looking for First Concierge on behalf of Orient Express Sailing Yachts. The First Concierge manages and controls the presentation, promotion, supervision and arrangement of all destination experiences offered in the various ports of call, in collaboration with the Orient Express shore teams and the various DMC and local agents. The First Concierge ensures that guests receive efficient and courteous assistance on all shore visits, in accordance with Orient Express Standards and to create a friendly, guest-oriented service culture to foster guest satisfaction.

Key Responsibilities

• Liaise with local tour operators to confirm shore experiences, individual reservations, shore visits, guides etc.
• Supervises the debark/embark of Guests on turn-around day to provide departure and arrival information to team.
• Ensure the smooth dispatch and operation of all shore experiences and individual tours.
• Ensure that local guides are briefed and instructed accordingly, prior to each shore experience and visit; Host and dine with guests, when necessary.
• Works in close collaboration with our conciergerie partner (John Paul) and relevant DMCs to ensure all guests arrangements are secured, confirmed and well communicated to relevant parties.
• Supervise the sales of exclusive shore visits and tours; take proactive action to promote and sell these additional shore options.
• Monitor the quality and service of all shore experiences operations, ensuring that all service delivery is in line with Orient Express standards.
• Liaise and communicate closely with the Senior Guest Relations and the entertainment manager, with regards to the daily scheduling of the shore experiences and tours, and provide ongoing support to ensure a smooth operation.
• Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.
• Organize guest disembarkation in conjunction with all relevant parties to ensure proper execution.
• Provide the highest level of comfort and service to guests, as per Orient Express standards, and manage service according to guest flow.
• Lead and support the destination concierge team, maximizing crew satisfaction, productivity and effectiveness; meet with OE shore management team and onboard destination concierge team on a daily basis to provide feedback and operational updates as well as to ensure that the department is performing to Orient Express standards.
• Provide the necessary guidance/training and information to the destination Concierge team, in accordance with company standards and operational needs, as well as the butlers’ team, guest services team and hotel director.
• Provide competent leadership to all direct reports (Discipline as needed, ensuring Maritime Labor Convention compliance, succession planning, crew communication and recognition).
• Responsible for the management, update and communication of the rotation plan for crew members in collaboration with the hotel director and assistant purser.
• Conducts staff’ orientation and mid/end contract performance evaluations and makes recommendations for promotion.
• Introduces new crew members to their working areas and to the rules and regulations on board.
• Prepares a voyages report in the end of each cruise.
• Active participation in onboard training programs.

Education/Experience/Qualifications:

• Languages: Fluent English plus two additional international languages required (French, Italian, German, Spanish, Mandarin). Italian and Spanish are particularly appreciated due to ports visited.
• Education: High school degree or related.
• Previous professional experience: 5 years as Shorex Manager or equivalent in a luxury environment. Microsoft tools and MXP knowledge is required.
• Shipboard experience: Yes.
• Valid STCW certificates.
• Valid Pre-Employment Medical.
• C1D visa mandatory for all positions.