GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking an experienced professional to enhance guest experiences onboard. The role involves coordinating services, addressing guest inquiries, and ensuring high-quality standards. Ideal candidates will have a background in luxury tourism and excellent interpersonal skills.

Qualifications

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

Responsabilités

• Ensure seamless communication between operational teams and guests.
• Address inquiries, feedback, and special requests from guests.
• Assist the Cruise Director in organizing daily programming.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

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, paying particular attention to ship outfitting.

Job Description

• Ensure the delivery of PONANT components that make the cruise unique by coordinating efforts among different teams, communicating information, scheduling events, and tracking the progress of initiatives to achieve specific goals.
• Be a privileged contact for guests to gather feedback, assist with their needs, or answer questions.

Main Tasks

• Relay information between operational teams and guests to ensure 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 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 via 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 (VIP services, celebrations, 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, assisting guides and ensuring schedules are followed.
• Work 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. The principles of non-discrimination and equal treatment are part of our values.