GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

Join a leading luxury cruise company as a guest relations coordinator, ensuring exceptional service and seamless communication between guests and operational teams. Your role will involve managing guest feedback, organizing special requests, and enhancing overall onboard experiences. With a focus on luxury service standards, you will play a crucial part in maintaining the high-quality offerings that define our cruises.

Qualifications

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

Responsabilités

• Coordinate efforts among teams to deliver unique cruise experiences.
• Act as liaison between guests and ship crew for inquiries and feedback.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Description du poste

The provided job description has a good structure but requires some formatting and content clarity improvements. Here is the refined version:

Job Description

Presentation of the company

UVEA MARINE SERVICES (UMS) is a shipping company based in Wallis and Futuna in the South Pacific. For over twenty years, we have been recruiting for the French company PONANT, a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises. PONANT emphasizes high-quality ship outfitting.

Job Responsibilities

• Ensure that PONANT components that make the cruise unique are delivered by the teams. This involves coordinating efforts among different teams, communicating information, scheduling events, and uniting the progress of initiatives to meet goals.
• Serve as a privileged contact for guests to gather feedback, assist with their needs, or answer 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 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 via 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 such as VIP services, celebrations, or 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 events.
• Accompany guests on shore excursions, assist guides, and ensure schedule adherence.
• Collaborate with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum 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 profile.
• 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.