Head of Curator, Heritage

**Company Description** About Orient Express**

Orient Express embodies the refined and nomadic spirit of travel. Its exceptional assets portfolio includes experiences such as The Orient Express — its iconic carriages reinvented as a modern-day tribute to French luxury, with ARSENALE Group owner — La Dolce Vita, a train celebrating the elegance of Italian art de vivre, and a collection of luxury hotels opened in Rome - La Minerva - and soon in Venice - Palazzo Dona Giovannelli, and with Sailing Yachts - the O.E Corinthian, the world’s largest sailing ship.

While redefining the future of luxury hospitality, Orient Express places particular emphasis on the employee experience, development, and engagement.

As a symbol of ultra-luxury hospitality, the brand is currently undergoing an ambitious phase of rebirth and expansion accelerated since 2024 as a Joint Venture between ACCOR and LVMH.

Now, as Orient Express grows under the steam of its 140-year own glorious reputation and brand, it stands unique and identifiable from the other luxury brands under the ACCOR brands, aiming to become a pioneer of contemporary luxury hospitality, creating immersive experiences that combine exceptional design, impeccable service, culinary excellence, wellness offerings, cutting-edge technology, sustainability, and authentic local experiences, while also actively engaging in local community initiatives and support social causes, making a positive contribution to the destinations its properties operate in. What remains distinctly Orient Express is its spirit of adventure, sublime service and enchanting storytelling. Refreshing and reinvigorating, Orient Express is loved by those with an adventurous spirit and a taste for the very best, linking travel and destinations as part of the same journey.

**About Orient Express Palazzo Donà Giovanelli**

Orient Express will open its second hotel in Italy at the exceptional Palazzo Donà Giovannelli in Venice, in partnership with the Italian luxury hotel group ARSENALE. 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.

The Head of Curator, Heritage & Culture leads our guest services with a strong focus on delivering exceptional, personalized experiences and ensuring the highest level of satisfaction and profitability. This strategic leadership role oversees the concierge team, fostering a culture of excellence and innovation.

**Key Responsibilities**:

- Develop and implement the concierge strategy aligned with guest service standards.
- Lead, mentor, and inspire a high-performing concierge team, including recruitment and training of “Golden Keys” talent.
- Ensure personalized and anticipatory service, particularly for VIP guests.
- Act as a personal concierge, managing reservations, local experiences, transportation, and special requests.
- Serve as butler to VIPs when required, providing bespoke services with meticulous attention to detail.
- Build relationships with local vendors to offer unique, exclusive guest experiences.
- Oversee SOP development in coordination with the Front Office and Rooms Division.
- Collaborate across departments to ensure seamless guest journeys and tailored experiences.
- Maintain and leverage the Opera and KYC systems for accurate guest profiling.
- Handle and resolve guest concerns promptly, escalating when necessary.
- Ensure full team compliance with company standards, service excellence, and safety protocols.
- Promote hotel offerings and implement up-selling techniques to drive revenue.
- Stay informed on local events and trends to enhance guest engagement.

**Qualifications**
- Significant experience in a hotel Lobby Concierge role within a luxury property, with a proven track record of providing exceptional service and standards’ deep knowledge,
- A certification in hospitality management is a plus,
- Exceptional interpersonal and communication skills, including team building and interacting effortlessly with high-profile guests,
- Strong local area knowledge, including attractions, restaurants, museums, entertainment venues and transportation options,
- Passion for staying updated on current trends and attractions,
- High proficiency in using hotel management software and other computer systems,
- English and Italian high confidence and fluency, other languages are appreciated,
- Legal right to work in Italy,
- Flexible schedule, able to work mornings, evenings, weekends and holidays.

**Additional Information**
- A competitive package (base salary and yearly bonus)
- Medical Insurance, integrating Collective Labor Agreement one and extended to the family
- Ticket Restaur