Principal HNI Travel Advisor

Advise the people who expect more.From exceptional hospitality to exceptional journeys.ORN.com is looking for accomplished hospitality professionals who have spent years personally serving discerning guests at leading hotels, resorts and luxury hospitality brands.We are specifically looking for people who understand what premium customers expect because they have hosted them, looked after them, solved problems for them and built lasting guest relationships.This is not a conventional travel-agent role. We are looking for hospitality professionals who can bring the standards of a great hotel or resort into the way ORN serves HNI families travelling across Europe.Who we are looking forYou should ideally have:7–15+ years of hospitality experienceExperience with a reputed luxury hotel chain, premium resort, destination resort or high-end hospitality brandPrevious roles such as Guest Relations Manager, Front Office Manager, Duty Manager, Rooms Division Manager, Concierge, Club Lounge Manager, Resort Manager, Assistant General Manager, Guest Experience Lead or equivalentExtensive personal interaction with HNI, UHNI, CXO, entrepreneur, celebrity and premium family guestsA proven ability to build relationships with demanding, high-value guestsExperience understanding guest preferences and delivering personalised serviceConfidence handling special requests, complaints, last-minute changes and sensitive situationsStrong service recovery and problem-solving abilityThe maturity and presence to interact comfortably with senior business leaders and affluent familiesExcellent spoken and written communicationStrong commercial instincts and the ability to convert trust into a long-term customer relationshipThe ability to take complete ownership of the customer experienceWhat you will doYou will become the customer's personal travel advisor and relationship manager.The same way a great hotel remembers how a returning guest likes their room, what they eat and what matters to their family, you will learn how your customers like to travel.You will understand:where they have travelled beforewhat their family enjoyshow they like their hotelshow fast or slowly they prefer to travelwhat they eatwhat level of privacy and comfort they expectwhat makes a journey memorable for themYou will then help them discover and plan private journeys across Europe with ORN.Your responsibility goes far beyond making a booking.You will know the customer, advise the customer and remain their trusted point of contact before, during and after their journey.Over time, the objective is simple:When they think of their next holiday, they should think of you.ORN's destination specialists, technology, AI and global travel infrastructure will support you with itineraries, products and execution.Your job is to own the relationship.This role is probably not for you if...Your hospitality experience has primarily been:back-office administrationreservations processing without guest interactionfinance or accountskitchen-only rolesoperational roles with limited direct guest engagementWe are specifically looking for people who have personally dealt with premium guests and earned their trust.