GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises seeks a dedicated Guest Services Coordinator to enhance guest experiences aboard their ships. Responsibilities include coordinating between teams, addressing guest inquiries, and ensuring high service standards. Ideal candidates will have a strong background in luxury hospitality and excellent interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among teams and serve as a contact for guests.
• Relay information between operational teams and guests.
• Identify guest complaints and propose solutions.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Dynamic Attitude

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, respectful of the environment, 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 unify the progress of initiatives to achieve specific goals.
• Serve as a privileged contact for guests: Gather feedback, assist with their needs or questions.

Main Tasks

• Relay information between operational teams and guests, ensuring 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 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 maintain 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, using storytelling to enhance guest experiences.
• Coordinate special requests (VIP services, celebrations, 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 information events.
• Escort guests on shore excursions, assist guides, and ensure schedules are followed.
• Work 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 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.