Ground Operations Manager

The Ground Operations Manager is responsible for coordinating and overseeing all ground operations and guest services for Venice Simplon-Orient-Express journeys across Venice and European destinations, ensuring seamless operations and a consistently high level of guest satisfaction.

The Ground Operations Manager acts as the key liaison, coordinating all necessary information and data ahead of each journey to ensure guest expectations and service standards are met. The role oversees pre- and post-journey guest experiences, including check-in/check-out, service delivery and the performance of local Destination Management Companies (DMCs) and service providers.

The Ground Operations Manager develops and implements ground operations, events and tailored services for special journeys, including Istanbul, while providing operational support and coordination in the event of emergencies or travel disruptions. Responsible for monitoring operational costs and budgets, as well as providing local management support and coordinating staff accommodation for Venice Simplon-Orient-Express employees.

MAIN DUTIES AND RESPONSIBILITIES:
Trip Preparation & Data Management

Centralize Passenger Information: Maintain accurate passenger lists, guest preferences, and charter details to prepare clear, actionable operational documents for Train Managers and Department Heads

Coordinate with Reservation & Sales Teams: Liaise with Reservation and Sales Offices to verify passenger data, ensure accuracy, and update pre-paid services

Monitor Passenger Capacity: Reconcile passenger numbers with train configurations and report capacity figures to support provisioning, meal planning, and staff scheduling

Manage Cabin Allocations: Verify cabin assignments against guest requests, available capacity, and staff allocations to ensure smooth accommodation arrangements

Prepare Pre-Departure Information: Work closely with Management team to develop passenger information packs, travel itineraries, and ticketing schedules ahead of departure

Compile & Distribute Operational Briefs: Prepare and share essential operational documents, including timetables, route updates, dietary requirements, and guest communications, ensuring all relevant teams are informed and prepared

Oversee the operational planning and execution of special voyages and charters, ensuring alignment with brand standards

Act as the key operational contact for Marketing, coordinating bespoke guest requests and tailored experiences

Liaise with Marketing, Sales, and onboard departments to ensure all special arrangements are delivered smoothly, providing a seamless and exceptional guest experience

Ground Operations & Supplier Coordination

Supervise check-in/check-out and guest transfers across Venice and European destinations, ensuring compliance with Leading Quality Assurance (LQA) standards

Coordinate ground service providers (meet-and-greet, water taxis, porterage) and serve as the primary contact for staffed check-in points

Negotiate rates and manage contracts with European Destination Management Companies (DMCs), monitoring local staff performance and brand standards

Oversee all aspects of the annual Istanbul trip and new itineraries, including hotel contracts, special venues, on-site problem solving, and budget adherence

Leadership & Team Development

Provide clear guidance and support to the team, fostering collaboration, accountability, and effective communication

Encourage team development through knowledge sharing, coaching, and continuous improvement

Ensure clear task allocation and coordination to maintain high operational standards and achieve departmental objectives

Operational Support & Administration

Provide live, on-route support and manage emergency disruptions (rebooking, liaising with agents, hotels, and transit points)

Monitor operational costs against budget and manage purchase orders for ground services and suppliers

Manage local housing for management and train staff, including leasing, seasonal openings/closures, maintenance, and utility billing

Oversee F&B collateral production (menus and cards), and weekend/holiday operational coverage as required

The Ground Operations Manager is responsible for coordinating and overseeing all ground operations and guest services for Venice Simplon-Orient-Express journeys across Venice and European destinations, ensuring seamless operations