GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a guest relations coordinator to enhance the onboard experience. The role involves liaising with guests and operational teams, ensuring seamless communication, and promoting onboard services. Ideal candidates will have experience in luxury tourism and strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among teams and communicate with guests.
• Act as a liaison between guests and ship crew.
• Analyze guest feedback to maintain quality standards.

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, environmentally respectful, and an expert in luxury cruises, paying 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 unify the progress of initiatives to meet specific goals.
• Serve as a privileged contact for guests: Gather feedback, assist with needs or 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 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 operations.

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 and public relations events, including welcome cocktails and guest dinners, with the Cruise Director.

Program & Excursion Support

• Assist in organizing daily programming, lectures, and information sessions.
• Accompany guests on shore excursions, assisting guides and ensuring schedules are followed.
• Collaborate with hotel services to meet dietary and room preparation needs 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.
• 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 part of our values.