People & Culture Manager

Job Description

We are looking for a People & Culture Manager to lead the People & Culture function and shape a best-in-class employee experience for our onboard crew and operational teams.  

Reporting to the General Manager, the HR Manager will drive strategic HR initiatives to foster a high-performance, inclusive and compliant workplace. The role is central in managing end-to-end HR operations, including crew workforce planning, shift scheduling, and labour relations — all with an unwavering commitment to our luxury standards and guest service excellence.  

Strategic Leadership & HR Operations  

• Define and deliver the HR strategy in alignment with the General Manager and the corporate guidelines of Orient Express and Arsenale.  

• Lead the full spectrum of HR functions: talent acquisition, onboarding, performance management, learning & development, compensation & benefits, payroll, and personnel administration.  

• Translate business priorities into effective people strategies and operational HR solutions.  

• Ensure a culture of continuous improvement and alignment with the brand’s identity and luxury positioning.  

• Update, review and ensure compliance with LQA/Forbes. 

Crew Planning & Workforce Scheduling  

• Lead the planning and roster design for onboard crew, ensuring alignment with service requirements, legal constraints, and the brand’s operational and quality standards.  

• Oversee and coordinate the Crew Control team, a dedicated function within the HR Department responsible for daily crew allocation and shift management.  

• Monitor key crew-related KPIs, including resource utilization, absenteeism, shift coverage, and compliance with rest periods and working time regulations.  

• Work closely with the Operations team to ensure service continuity, responsiveness to unexpected changes, and agility during peak periods.  

• Contribute to the development of scalable workforce planning processes and tools to support future network expansion and evolving regulatory frameworks.  

Industrial & Union Relations  

• Maintain structured, constructive relationships with trade unions and employee representatives (RSA/RSU, RLS), representing the company in all collective and individual labour matters.  

• Lead negotiations and ensure implementation of collective labour agreements and company-level agreements, in line with legal obligations and company values.  

• Manage individual and collective disputes, disciplinary processes, and grievance cases with discretion and compliance.  

• Keep up to date with Italian labour legislation, proactively advising management and mitigating legal risks.  

People Engagement & Workplace Culture  

• Promote a culture of well-being, engagement, and excellence across all departments.  

• Oversee the onboarding journey to ensure every new team member feels welcomed, trained, and aligned with brand values.  

• Support managers in developing positive team dynamics, implementing action plans to improve collaboration and service culture.  

• Deploy initiatives that bring to life the Orient Express values and elevate the onboard and back-office employee experience.  

Compensation, Benefits & Well-being  

• Supervise compensation, benefits, and recognition programs, ensuring fairness, transparency, and market alignment.  

• Manage payroll processes in coordination with external providers and internal stakeholders.  

• Champion employee well-being, designing programs that support physical, mental, and emotional health.  

Budget Management  

• Co-lead with Finance the planning and monitoring of Employment Costs, ensuring alignment with operational budgets and staffing forecasts.  

• Manage the People & Culture department budget, balancing service excellence with cost-effectiveness.  

Qualifications

• Master’s degree in Human Resources, Business Administration, or related field.  

• Minimum 5 years of experience in a senior HR role within luxury hospitality.  

• Proven track record in crew planning or complex shift management, ideally in railway, aviation, cruise, or luxury travel sectors.  

• Deep knowledge and hands-on experience in industrial and union relations, including collective bargaining and employment law.  

• Excellent interpersonal and communication skills; fluent in Italian and English (written and spoken).  

• Entrepreneurial spirit with strong organizational and project management abilities.  

• Hands-on and strategic, able to operate effectively across both day-to-day execution and long-term planning.  

• Proficiency with HR systems and tools (HRIS, ATS, scheduling software, payroll platforms, etc.).