GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a dedicated coordinator to enhance guest experiences. This role involves liaising between guests and operational teams, ensuring high-quality service standards, and managing special requests. Candidates should have a strong background in luxury tourism and excellent interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among teams to ensure delivery of cruise components.
• Serve as the liaison between guests and ship crew, handling inquiries.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Description du poste

Below is a refined version of the job description with improved formatting, clarity, and focus on relevant content:

Company Presentation

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, luxury cruises, and environmental respect, with a focus on ship outfitting.

Job Description

• Coordinate efforts among different teams to ensure the delivery of PONANT's unique cruise components, communicate information, schedule events, and unify initiatives to achieve goals.
• Act as a privileged contact for guests to gather feedback, assist with their needs, and answer questions.

Main Tasks

• Facilitate seamless communication between operational teams and guests across departments (housekeeping, food and beverage, front desk).
• Serve as the liaison between guests and ship crew, handling 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 with the Hotel Manager on corrective actions.
• Analyze guest feedback from 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, enhancing guest experiences through storytelling.
• Coordinate special requests (VIP services, celebrations, solo traveler needs) with relevant departments.
• Participate in entertainment and public relations events alongside the Cruise Director.

Program & Excursion Support

• Assist the Cruise Director with organizing daily programs, lectures, and information sessions.
• Accompany 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, interpersonal skills.
• Autonomous and proactive attitude.
• 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.