GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Dijon; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

A leading company in luxury cruises is seeking a guest relations coordinator to enhance guest experiences and ensure seamless communication among teams. The ideal candidate will have a strong background in luxury service, excellent interpersonal skills, and the ability to manage special requests effectively. Join a dynamic team dedicated to providing exceptional service in a unique maritime environment.

Qualifications

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

Responsabilités

• Coordinate delivery of cruise components and facilitate team efforts.
• Act as a liaison between guests and ship crew, addressing inquiries.
• Assist Cruise Director with programming and escort guests on excursions.

Connaissances

Interpersonal Skills

Organization

Adaptability

Description du poste

Company Presentation

UVEA MARINE SERVICES (UMS), a shipping company based in Wallis and Futuna in the South Pacific, 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, with a strong focus on ship outfitting.

Job Description

• Coordinate the delivery of PONANT components that make each cruise unique, facilitating efforts among different teams, communicating information, scheduling events, and uniting initiatives to achieve specific goals.
• Serve as a privileged contact for guests, gathering feedback, assisting with their needs, or answering their 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, ensuring accuracy.

Problem Resolution & Quality Standards

• Identify guest complaints, propose solutions, and follow up on corrective actions with the Hotel Manager.
• Analyze guest feedback from 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 relevant departments.
• Participate in entertainment activities and PR events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support

• Assist the Cruise Director with organizing daily programming, lectures, and information sessions.
• Escort guests on shore excursions, supporting guides and ensuring schedule adherence.
• Work with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum of 3 years experience in a Palace/5* hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, strong 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 core values.