Guest Relations Agent On Board

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. 

The Guest Relations Agent – Onboard serves as the constant point of reference for guests throughout their journey.

They embody the brand’s values and ensure a seamless, personalized, and impeccable service, guaranteeing that every moment of the experience reflects Orient Express’ standards of excellence.

Key Responsibilities

Guest Welcome & Customer Care

• Manage embarkation operations with discretion, professionalism, and elegance

• Welcome guests and introduce the onboard environments, creating an immediate sense of comfort and recognition

• Provide continuous, personalized assistance throughout the entire onboard experience

Operational Coordination

• Work closely and collaboratively with Cabin Crew, Food & Beverage, and Onboard Management

• Monitor the execution of the itinerary’s activities, ensuring service consistency and punctuality

• Facilitate and oversee check-in and check-out operations

Guest Experience Continuity

• Collaborate with the Guest Relations – Travel Curators team to ensure continuity between the pre-journey phase and the onboard experience

• Ensure that guests’ preferences, expectations, and special requests are accurately implemented

• Proactively intervene in case of discrepancies between the expected experience and the experience delivered onboard

 

Technical Skills

• Experience in Guest Relations, Front Office, Concierge, or Customer Care roles within luxury contexts (high-end hotels, cruises, premium aviation)

• Knowledge of service standards and onboard operational dynamics

• Ability to coordinate operations and manage multiple tasks simultaneously

• Familiarity with check-in/check-out procedures

• Excellent command of Italian and English; additional languages are a plus

Soft Skills

• High degree of operational autonomy, proactivity, and initiative

• Ability to make quick decisions in line with brand guidelines

• Strong customer orientation and attention to detail

• Excellent problem-solving skills and ability to manage critical situations

• Outstanding communication skills, tact, discretion, and self-control

• Team player attitude in dynamic, multicultural environments

Other Requirements

• Previous experience in direct customer contact roles

• Operational flexibility and availability to work shifts

• Strong sense of responsibility and alignment with Orient Express values

• Passion for service excellence and delivering outstanding guest experiences

• 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.