GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a Guest Experience Coordinator in Lyon. The role involves ensuring seamless guest communication, addressing inquiries, and enhancing onboard experiences. Candidates should have experience in luxury service and strong interpersonal skills.

Qualifications

• Minimum of 3 years' experience in luxury tourism or 5-star hotel.

Responsabilités

• Coordinate communication between operational teams and guests.
• Act as primary contact for guest inquiries and feedback.
• Assist Cruise Director with daily programming and events.

Connaissances

Interpersonal Skills

Organization

Adaptability

Proactivity

Description du poste

Job Description: Guest Experience Coordinator (H/F), Lyon

Company Presentation:

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, focusing on outfitting its ships with great care.

Role Overview:

• Coordinate efforts among different teams to ensure the delivery of PONANT's unique cruise components, communicate effectively, schedule events, and unify the progress of initiatives to meet specific goals.
• Serve as a privileged contact for guests to gather feedback, assist with their needs, or answer their questions.

Main Responsibilities:

• Ensure seamless communication between operational teams and guests, liaising across departments such as housekeeping, food and beverage, and front desk.
• Act as the primary point of contact between guests and the ship's crew, managing inquiries, feedback, and special requests.
• Create 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 from surveys and comments to maintain PONANT's 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, using storytelling to enhance guest experiences.
• Coordinate special requests such as VIP services, celebrations, or solo traveler needs with the 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 informational events.
• Support guests during shore excursions, helping guides and ensuring schedules are followed.
• Work with hotel services to accommodate dietary requirements and prepare rooms for special requests.

Profile & Requirements:

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

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