About Venice Simplon-Orient-Express
Launched in 1982, the Venice Simplon-Orient-Express is a luxury train operated by Belmond, part of LVMH, that celebrates the golden age of European rail travel. Its meticulously restored vintage carriages, distinguished cuisine and attentive service create an exceptional setting for hospitality professionals. Connecting celebrated European destinations, including Paris and Venice, the train brings together teams whose expertise spans culinary arts, onboard service and railway operations. As an employer, it offers a distinctive environment where precision, discretion and cultural sensitivity are central to the guest experience. Working aboard this historic train means contributing to a living travel heritage through exacting standards and thoughtfully personalised service.
The Ground Operations Manager coordinates ground operations and guest services for Venice Simplon-Orient-Express journeys across Venice and European destinations, overseeing trip preparation, special journeys, suppliers, team development, and on-route support. The role also manages operational budgets and local staff accommodation, and provides weekend and holiday coverage as required.
Role & Responsibilities
- Maintain accurate passenger lists, guest preferences, and charter details, preparing operational documents for Train Managers and Department Heads.
- Liaise with Reservation and Sales Offices to verify passenger data and update prepaid services.
- Reconcile passenger numbers with train configurations and report capacity figures to support provisioning, meal planning, and staff scheduling.
- Verify cabin assignments against guest requests, available capacity, and staff allocations.
- Work with the Management team to prepare passenger information packs, travel itineraries, and ticketing schedules before departure.
- Prepare and distribute operational briefs, including timetables, route updates, dietary requirements, and guest communications.
- Plan and deliver special journeys and charters in line with brand standards.
- Serve as the operational contact for Marketing, coordinating bespoke guest requests and tailored experiences.
- Coordinate with Marketing, Sales, and onboard departments to deliver special arrangements and a seamless guest experience.
- Supervise check-in, check-out, and guest transfers across Venice and European destinations in compliance with Leading Quality Assurance (LQA) standards.
- Coordinate ground service providers, including meet-and-greet, water taxis, and porterage, and act 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 the annual Istanbul trip and new itineraries, including hotel contracts, special venues, on-site problem-solving, and budget adherence.
- Guide and support the team, fostering collaboration, accountability, and effective communication.
- Develop the team through knowledge sharing, coaching, and continuous improvement.
- Allocate and coordinate tasks to maintain operational standards and meet departmental objectives.
- Provide live, on-route support and manage emergency disruptions, including rebooking and liaison 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 and closures, maintenance, and utility billing.
- Oversee food and beverage collateral production, including menus and cards, and provide weekend and holiday operational coverage as required.
Qualifications
- Excellent organisational, planning, and coordination skills, with strong attention to detail.
- Strong communication and interpersonal skills, proven leadership abilities, and the capacity to motivate and develop a team.
- Fluency in Italian and English; additional languages are an asset.
- Ability to manage multiple priorities, work cross-functionally, and maintain accuracy in a fast-paced operational environment.
Skills
Workplace
The successful candidate will be located in Venice, Veneto, Italy.
Benefits
Discovering Belmond program, offering complimentary stays at Belmond properties subject to availability, discounted rates on trains, cruises, and safaris, and food and beverage discounts; comprehensive health and life insurance coverage; unlimited access to learning platforms.
Culture
The Venice Simplon-Orient-Express’s workplace culture is shaped by the heritage of its historic carriages, meticulous attention to detail and the art of personalised hospitality. Its distinctive environment brings together service, culinary and operational expertise, requiring close teamwork and adaptability to deliver an exceptional guest experience aboard a moving luxury train.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.