GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Tarbes; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A leading luxury cruise company seeks a dedicated professional to enhance guest experiences and ensure seamless communication between guests and crew. Responsibilities include coordinating special requests, managing guest feedback, and supporting onboard services. Ideal candidates will have experience in luxury tourism and strong interpersonal skills.

Qualifications

• Minimum 3 years of experience in luxury tourism or Palace/5* hotel.
• Knowledge of luxury service standards.

Responsabilités

• Ensure delivery of unique cruise components and coordinate among teams.
• Serve as a contact for guests, addressing inquiries and feedback.
• Assist in organizing daily programming and escort guests on excursions.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Description du poste

Job Description

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, with particular attention to ship outfitting.

Job Responsibilities

• Ensure delivery of PONANT components that make the cruise unique — Coordinate efforts among different teams, communicate information, schedule events, and oversee the progress of initiatives to achieve specific goals.
• Serve as a privileged contact for guests — Gather feedback, assist with their needs, and answer questions.

Main Tasks

• Relay information between operational teams and guests to ensure seamless communication across departments (housekeeping, food and beverage, front desk).
• Act as a liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop and distribute materials 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 to uphold PONANT quality standards.
• Implement proactive measures to prevent non-conformities and ensure compliance with charters and operational requirements.

Personalization & Experience Coordination

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

Program & Excursion Support

• Assist the Cruise Director in organizing daily programming, lectures, and information events.
• Escort guests on shore excursions, assisting guides and ensuring schedules are followed.
• Collaborate with hotel services to meet dietary requirements and prepare rooms for special requests.

Profile

• Minimum 3 years of experience in a Palace/5* hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, interpersonal skills.
• Autonomous and proactive attitude.
• Working proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. We value non-discrimination and equal treatment principles.