GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company is seeking a Guest Experience Coordinator to enhance guest satisfaction onboard. The role involves coordinating between guests and crew, managing feedback, and promoting onboard services. Ideal candidates will have experience in luxury tourism and strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among different teams to achieve specific goals.
• Relay information between operational teams and guests.
• Identify guest complaints and propose solutions.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

Description du poste

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Job Reference:

1169730481890000896327649

Job Views:

3

Posted:

17.05.2025

Expiry Date:

01.07.2025

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Job Description:

Presentation of the company

UVEA MARINE SERVICES (UMS) is a shipping company based in Wallis and Futuna in the South Pacific. We have 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, paying particular attention to ship outfitting.

Job Description

• Ensure delivery of PONANT components that make cruises unique: Coordinate efforts among different teams, communicate information, schedule events, and unify the progress of initiatives to achieve specific goals.
• Serve as a privileged contact for guests: Gather feedback, assist with 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 liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop and distribute materials via the PONANT App and other channels.

Problem Resolution & Quality Standards

• Identify guest complaints, propose solutions, and follow up with the Hotel Manager.
• Analyze guest feedback to maintain PONANT quality standards.
• Implement proactive measures to prevent non-conformities and ensure compliance with charters and operations.

Personalization & Experience Coordination

• Promote onboard services and local offerings, enhancing guest experiences through storytelling.
• Coordinate special requests with relevant departments (VIP services, celebrations, solo traveler needs).
• Participate in entertainment and public relations events, including welcome cocktails and guest dinners, with the Cruise Director.

Program & Excursion Support

• Assist in organizing daily programming, lectures, and information sessions.
• Escort guests on shore excursions, supporting guides and ensuring schedules are followed.
• Coordinate with hotel services for dietary needs and room preparations for special requests.

Profile

Minimum 3 years 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 attitude

• Proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone, embracing non-discrimination and equal treatment principles.