Directeur Ground Handling

Company Description

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.   

 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 world’s largest sailing ship; and hotels coming to Rome and Venice.   

Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee journey and growth.  

Orient Express Silenseas

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 Silenseas. 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 cruiseship builder. This extraordinary sailing ship of the future, with its spectacular interiors, will set sail in 2026.

  Shipping HoldCo

For legal matters, the Orient Express Silenseas vessels will belong to the Shipping HoldCo Company, a subsidiary of Accor Luxury & Lifestyle, which owns and is responsible for the Silenseas vessel construction and operation.

Job Description

Reporting to the VP Itinerary Planning & Destination Experiences, The Director Ground Handling duties will be :

- Product set up & Product development Ground Handling :  

• Terminal operations set up for embarkation and disembarkation worldwide as well as branding of the terminals 
• Meet and Greet set up at airport and terminals, eventually hotels 
• Transfer Management, set up and process 
• Seamless Luggage Handling proposal 

- Ground Handling department set up :

• Set up processes to ensure the correct performance 
• Set Up Bidding process:  Selection of vendors, negociation and contracting 
• Contribute to the development of GH system set up and integration 
• Set Up service and quality management control :

- Ports and terminals assessments worldwide to make sure embarkation /debarkation operations are feasible in new destinations for itinerary design purposes

- Guidance and support to the Ground Handling team to ensure terminal operations are running smooth and identifying areas of improvement - Overall supervision of terminal operations worldwide

- Coordination of transfers and embarkation /debarkation operations during the different events: Delivery Ceremony, launches…

- Monitoring of competitors and the travel industry in general to position and differentiate our Ground Handling product 

- Ground Handling product and processes training and support 

- Coordination with CRM for operational communications to be sent

- Budget management

Qualifications

Typical Background:

• Bachelor’s degree. 
•  5 -years experience in a similar job.
•  Proven knowledge of logistical and operational processes when moving. large numbers of passengers.
• Experience of managing a budget and monitoring spend.
• Can build relationships with internal and external customers.
• The ability to supervise and manage a small team of direct reports.
• Has outstanding customer service ethic and puts the customer first. 
• Can build and develop effective processes.
• Experience of handling complaints through to resolution.
• Can work extended hours when required.
•  Must be able to prioritize projects and activities and set timelines to achieve goals quickly.
• Ability to travel.
• Language  english and french if possible.

Competencies:

• Able to work in an international environment. 
• Ability to manage successfully a team and handle individual basis. 
• Ability to organize the workload of the team in a timely manner to meet deadlines. 
• Able to build relationships with internal and external customers. 
• Able work extended hours if needed and travel for more than a week a month. 
• Conflict management.