GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Lille; Sur place; EUR 35 000 - 45 000; Plein temps

Résumé du poste

A leading luxury cruise company seeks a dynamic individual to coordinate guest experiences and ensure high-quality service on board. Responsibilities include liaising with guests, managing requests, and supporting the Cruise Director in program organization. Ideal candidates have experience in luxury tourism and possess strong interpersonal skills.

Qualifications

• Minimum of 3 years of experience in a Palace/5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.

Responsabilités

• Coordinate efforts among different teams to ensure unique cruise delivery.
• Serve as a key contact for guests to gather feedback.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

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, committed to environmental respect and luxury cruise expertise. The company emphasizes high-quality outfitting of its ships.

Job Responsibilities

• Coordinate efforts among different teams to ensure the delivery of PONANT components that make the cruise unique. Facilitate communication, schedule events, and unify team efforts to meet specific goals.
• Serve as a key contact for guests to gather feedback and assist with their needs and questions.

Main Tasks

• Relay information between operational teams and guests, ensuring seamless communication across departments such as housekeeping, food and beverage, and front desk.
• Act as the liaison between guests and the ship's crew, addressing inquiries and special requests.
• Develop and distribute informational materials via 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 maintain PONANT’s quality standards.
• Implement proactive measures to prevent non-conformities and ensure compliance with operational requirements.

Personalization & Experience Coordination

• Promote onboard services and local offerings, using storytelling to enhance guest experiences.
• Coordinate special requests such as VIP services, celebrations, and solo traveler needs with relevant 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 sessions.
• Accompany guests on shore excursions, supporting guides and ensuring schedules are followed.
• Coordinate with hotel services to meet dietary requirements and prepare rooms for special requests.

Candidate Profile

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

Our opportunities are open to everyone. We uphold principles of non-discrimination and equal treatment as core values.