The posting
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.
Special Journeys & Marketing Collaboration
- 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.
Requirements
- Excellent organisational, planning, and coordination skills, with strong attention to detail.
- Strong communication and interpersonal skills, with proven leadership abilities and the capacity to motivate and develop a team.
- Fluency in both Italian and English; additional languages are considered an asset.
- Ability to manage multiple priorities, work cross-functionally, and maintain a high level of accuracy in a fast-paced operational environment
Benefits
BELMOND AND YOU
By joining Belmond, you become part of a global family. We ask you to embrace Belmond's values, follow our guidelines, and embody the spirit of our group.
In return, we are committed to ensuring that our employees enjoy unforgettable experiences just as much as our guests.
Benefits include the Discovering Belmond program, which offers team members complimentary stays, subject to availability, at Belmond properties, discounted rates on our trains, cruises, and safaris, as well as food and beverage discounts.
Team members also benefit from comprehensive health and life insurance coverage and unlimited access to world-class learning platforms, empowering them to continuously develop new skills and advance their careers.
