GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company is seeking a dynamic individual to enhance guest experiences onboard. The role involves coordinating between teams, addressing guest needs, and ensuring high service standards. Candidates should have a background in luxury tourism and possess strong interpersonal skills. Join a company that values equal opportunity and delivers unforgettable journeys.

Qualifications

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

Responsabilités

• Coordinate efforts among teams to ensure unique cruise experiences.
• Serve as a contact for guests to gather feedback and assist with needs.
• Analyze guest feedback to maintain quality standards.

Connaissances

Interpersonal Skills

Organization

Adaptability

Autonomy

Description du poste

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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, respectful of the environment, and an expert in luxury cruises. The company pays particular attention to the outfitting of its ships.

Job Responsibilities

• Coordinate efforts among different teams to ensure the delivery of PONANT components that make the cruise unique. Communicate information, schedule events, and oversee the progress of initiatives to achieve specific 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 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 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 the 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, assist guides, and ensure 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.