GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a dynamic coordinator to enhance guest experiences aboard their ships. The role involves liaising between guests and crew, ensuring quality standards, and promoting onboard services. Ideal candidates will have a background in luxury tourism and possess strong interpersonal skills.

Qualifications

• Minimum 3 years of experience in the Palace/5* 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

Autonomous

Proactive

Formation

Experience in luxury tourism

Description du poste

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Job Category: Other

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EU work permit required: Yes

Job Reference: 1169730481890000896327637

Job Views: 3

Posted: 17.05.2025

Expiry Date: 01.07.2025

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. A leader in polar expeditions, respectful of the environment, and an expert in luxury cruises, PONANT pays particular attention to the outfitting of its ships.

Job Description

• Ensure that PONANT components which make the cruise unique are delivered by the teams. This involves coordinating efforts among different teams, communicating information, scheduling events, and federating 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

• Relay information between operational teams and guests, ensuring seamless communication across departments (housekeeping, food and beverage, 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 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* 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.