Senior Team Leader, Concierge Guest Experience

Company Description

ABOUT THE ACCOR GLOBAL RESERVATION CENTRE

 For more than 30 years, we have been part of Moncton’s growth and proud to be recognized as a local employer of choice. We are known for our strong community involvement and our commitment to creating exceptional, memorable luxury experiences for every guest.

ABOUT ORIENT EXPRESS

Artisan of travel since 1883, Orient Express sublimates the art of travel with its luxury trains, hotels, and sailing yachts. 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.

ABOUT ORIENT EXPRESS SAILING YACHTS

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.

Job Description

Senior Team Leader, Concierge Guest Experience

We are seeking an experienced and inspiring Senior Team Leader to support and guide our Concierge Guest Experience team for the Orient Express Sailing Yachts. In this role, you will lead the day-to-day operation of the Concierge team across our Luxury Contact Centres, ensuring every guest interaction is delivered with precision, personalization, and a commitment to ultra-luxury service standards.

As the direct leader of the Concierge team, you will coach, support, and motivate team members across our centres in both Barcelona and Moncton. You will ensure that all post-booking guest journeys are managed seamlessly through to embarkation, while maintaining service excellence, operational efficiency, and strong commercial focus through upsell and cross-sell opportunities.

This role requires strong people leadership, operational discipline, attention to detail, and the ability to thrive in a fast-paced and evolving luxury environment.

Reports to: Concierge Guest Experience Manager

Location: Accor Global Reservation Centre Moncton

What you’ll be doing:

• Collaborate with Onboard Operations, Destination Experience, Sales, and other stakeholders to ensure guest logistics including transfers, personal detail collection, special onboard requests, and final payments are completed with full attention and accuracy
• Lead, coach, and support the Concierge Guest Experience team across Barcelona and Moncton.
• Oversee daily operations to ensure service excellence, SLA compliance, and smooth guest support.
• Manage performance, training, scheduling, and ongoing development of team members
• Support complex guest requests, escalations, and bespoke travel arrangements from post-booking and post disembarkation
• Drive upselling and cross-selling opportunities while maintaining ultra-luxury service standards.
• Support the implementation of new procedures, systems, and seasonal operational changes with agility and clarity

What's In It for You:

• Base Pay Range: $65,000 - $70,000 annually  + incentive plan
• 4 weeks of paid vacation , 13 paid statutory holidays
• 1 paid volunteer day each year to give back to your community
• $300 annual wellness subsidy to support your well-being
• Company-paid medical and dental coverage for you and your family
• Company-matching pension plan of up to 5%

Qualifications

What You Need to Be Successful:

• This position is hybrid, full time remote is not an option. Must be able to work onsite at our office in Moncton a minimum of 3 days weekly. 
• Fluency in English, both written and spoken is required, and fluency in French is an asset
• Previous leadership of 3+ years in a supervisory role within luxury hospitality, concierge, travel or guest service operations
• Strong understanding of luxury guest expectations and personalized service delivery
• Proven ability to lead, coach, and develop high-performing teams in a fast-paced, ever-changing service environment
• Strong organizational skills and exceptional attention to detail
• Ability to manage multiple priorities and operational demands while maintaining service excellence
• Experience monitoring KPIs, service levels, and team productivity
• Confident in handling escalated guest situations and supporting complex service requests
• Comfortable working with Customer Relationship Management (CRM) systems, guest platforms, and digital tools to enhance service delivery
• Ability to work collaboratively across departments and cultures, particularly in a multi-location environment

Additional Information

Your Team

You will join a diverse, multicultural team of well-travelled professionals who are passionate about what they do. We foster meaningful connections, celebrate diverse cultures, and create a warm, caring environment where everyone can be themselves and feel they belong.

Inclusion is at the heart of who we are. We welcome every voice, value diverse perspectives, and support our people in growing and thriving in their careers.

Why Accor Global Reservation Centre?

We value diversity, sustainability, and community impact.

We are proud of our commitment to responsible hospitality, including reducing our carbon footprint, supporting ethical innovation, raising awareness, and encouraging exemplary practices among both guests and partners.

At Accor, we support you to learn and grow every day, so your work brings purpose to your life. When you join us, every chapter of your story is yours to write — and together, we can imagine tomorrow’s hospitality.

How to Apply:

Apply at careers.Accor.com using the keyword Moncton, deadline to apply is 12:00 noon, October 5, 2026

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Hospitality is a work of heart!