GUEST EXPERIENCE COORDINATOR (H / F)

UMS Uvea Marine Services; France; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

UMS Uvea Marine Services recherche un professionnel dynamique pour assurer la communication entre les invités et les équipes à bord, tout en maintenant les standards de qualité. Le candidat idéal aura au moins 3 ans d'expérience dans l'industrie du luxe et sera capable de gérer les demandes des clients avec autonomie et proactivité.

Qualifications

• Minimum 3 ans d'expérience dans l'industrie du tourisme de luxe.
• Connaissance des standards de service de luxe.
• Parler anglais nativement, français et/ou espagnol est un plus.

Responsabilités

• Coordonner les efforts entre les équipes opérationnelles et les invités.
• Analyser les retours des invités pour maintenir les standards de qualité.
• Promouvoir les services à bord et coordonner les demandes spéciales.

Connaissances

Compétences interpersonnelles

Organisation

Adaptabilité

Dynamisme

Description du poste

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. It pays particular attention to the outfitting of its ships.

Job Description

Ensure that PONANT components that make the cruise unique are delivered by the teams.

Coordinate efforts among different teams, communicate information, schedule events, and federate the progress of initiatives to achieve specific goals. Be a privileged contact for guests to gather feedback or assist with their needs or questions.

Main Tasks

• Collaboration & Guest Communication: 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 uphold PONANT quality standards. Initiate 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 appropriate 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, assisting guides and ensuring adherence to schedules. Collaborate 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 profile.
• Native English speaker. Working proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. The principles of non-discrimination and equal treatment are part of our values.