GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company seeks a guest services coordinator to enhance guest experiences onboard. Responsibilities include coordinating with operational teams, addressing guest inquiries, and promoting onboard services. Ideal candidates have experience in luxury tourism and strong interpersonal skills.

Qualifications

• Minimum of 3 years in luxury tourism or 5* hotel.
• Knowledge of luxury service standards.
• Working proficiency in French and/or Spanish is a plus.

Responsabilités

• Coordinate efforts among teams for unique cruise experiences.
• Act as a liaison between guests and ship crew.
• Assist Cruise Director in organizing daily programming.

Connaissances

Interpersonal Skills

Organizational Skills

Dynamic Attitude

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, paying particular attention to ship outfitting.

Main Responsibilities

• Coordinate efforts among different teams to ensure the delivery of PONANT components that make the cruise unique, communicating information, scheduling events, and uniting initiatives to achieve goals.
• Serve as a privileged contact for guests to gather feedback or assist with their needs and questions.

Key Tasks

• Relay information between operational teams and guests, ensuring seamless communication across departments such as housekeeping, food and beverage, and front desk.
• Act as 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 operational compliance.

Personalization & Experience Coordination

• Promote onboard services and local offerings, enhancing guest experiences through storytelling.
• 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 information events.
• Accompany guests on shore excursions, supporting guides and ensuring schedules are followed.
• Collaborate with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum of 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 uphold principles of non-discrimination and equal treatment as part of our values.