GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company is seeking a dedicated individual to coordinate guest experiences and ensure high service standards. The role involves liaising between guests and crew, managing feedback, and enhancing onboard services. Ideal candidates will have experience in luxury tourism and possess strong interpersonal skills.

Qualifications

• Minimum of 3 years experience in luxury tourism or 5-star hotel.
• Knowledge of luxury service standards.
• Proficiency in French and/or Spanish is a plus.

Responsabilités

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

Connaissances

Organized

Adaptable

Interpersonal Skills

Dynamic

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, with a focus on outfitting its ships.

Job Responsibilities

• Coordinate efforts among different teams to deliver unique PONANT components, ensuring the cruise's distinctiveness. Communicate information, schedule events, and unify initiatives to achieve goals.
• Serve as a privileged contact for guests to gather feedback and assist with their needs or 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 a liaison between guests and the ship crew, addressing inquiries, feedback, and special requests.
• Develop and distribute informational materials via 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 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 such as VIP services, celebrations, and 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 sessions.
• Accompany guests on shore excursions, support guides, and ensure 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-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, 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 part of our values.