CHINESE GUEST EXPERIENCE COORDINATOR (H / F)

UMS Uvea Marine Services; Paris; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A luxury shipping company in Paris is seeking a candidate to ensure guest satisfaction and coordinate services on board. The role requires at least 3 years of experience in luxury tourism and fluency in English, with a preference for Chinese speakers. The successful candidate will liaise between guests and the crew, uphold quality standards, and enhance guest experiences. This position offers the opportunity to work in a dynamic environment focused on luxury service.

Qualifications

• Minimum 3 years of experience in the Palace / 5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Working proficiency in French and/or Spanish is a plus.

Responsabilités

• Ensure PONANT components are delivered by teams and manage communications.
• Act as liaison between guests and ship crew, addressing inquiries and feedback.
• Analyze guest feedback and ensure compliance with operational requirements.
• Promote onboard services and coordinate special requests with departments.
• Assist Cruise Director in organizing daily programming and guest excursions.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

Fluent in English

Chinese speaker

Description du poste

Presentation of the company

A shipping company based in Wallis and Futuna in the South Pacific, UVEA MARINE SERVICES (UMS) has been recruiting for the French company PONANT for over twenty years. PONANT is a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises. The company pays particular attention to the outfitting of its ships.

Join our Commandant Charcot

Job Description

• Ensure that PONANT components which make the cruise unique are delivered by the teams. Coordinate efforts among different teams, communicate information, schedule events, and federate the progress of initiatives to achieve specific goals.

Be a privileged contact for guests to gather feedback or assist with their needs or questions.

Main Tasks

Collaboration & Guest Communication:

• Relay information between operational teams and guests, ensuring seamless communication across departments (housekeeping, food and beverage, front desk).
• Act as the liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop materials and ensure accurate distribution of information through the PONANT App and other channels.

Problem Resolution & Quality Standards:

• Identify guest complaints, propose solutions, and follow up on corrective actions with the Hotel Manager.
• Analyze guest feedback through surveys and comments to uphold PONANT quality standards.
• Initiate proactive measures to prevent non-conformities and ensure compliance with charters and operational requirements.

Personalization & Experience Coordination:

• Promote onboard services and local offerings, using storytelling to enhance guest experiences.
• Coordinate special requests (VIP services, celebrations, solo traveler needs) with the appropriate departments.
• Participate in entertainment activities and public relations events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support:

• Assist the Cruise Director in organizing daily programming, lectures, and information events.
• Accompany guests on shore excursions, assisting guides, and ensuring adherence to schedules.
• Collaborate with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum 3 years of experience in the Palace / 5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, interpersonal skills.
• Autonomous and proactive profile.
• Chinese speaker.
• Knowledge of Chinese culture.
• Fluent in English.
• Working proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. The principles of non-discrimination and equal treatment are part of our values.