Senior Orient Express Cc Operations Manager

hace 1 mes

Barcelona, España Accor A tiempo completo

Senior Orient Express CC Operations Manager 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.
At the Accor Global Reservation Centre, we offer memorable experiences to our clients. We are an international team helping guests offer 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 the Accor Group, this brand is currently going through exciting phases of rebirth and expansion.
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.
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
Participating 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
Defining KPI and SLA in both Quality and Performance with the Site Director
Being responsible for the Workforce Management
Participating in the update and improving the existing procedures and policies
Reporting on the activity and productivity
Actively participating with the Site Director in the preparation of the department Annual Budget and Strategic Plan
Deploying and organizing new projects in accordance with strategy
Ensuring the smooth coordination of the operations
Building and maintaining stakeholder relationships.
Your experience and skills include:
MBA or equivalent
5+ years in a Senior Sales & Operation Manager or similar position in Luxury Travelling business
Fluency in English (C1) is required and other languages such as French and/or Italian is an asset
Proficiency in Software knowledge in CRM (Salesforce) and Microsoft Office Suite
Exceptional experience successfully building and leading sales functions
Proven team-builder with outstanding motivational skills
Excellent negotiation, interpersonal, communication and leadership skills
Positive attitude and agility, a natural collaborator
Strong balance of both innovation and respect for heritage
Deep understanding of the luxury travel distribution landscape
Analytical mindset with a strong focus on data-driven decision making
Proven project management and organizational skills
Ability to exercise discretion and judgement
Must be currently legally entitled to work full time in Spain
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
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

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