GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Lorient; Sur place; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A leading luxury cruise company is seeking a dedicated Guest Experience Coordinator to ensure seamless communication between guests and operational teams. The role involves addressing guest inquiries, coordinating special requests, and promoting onboard services. Ideal candidates will have a minimum of 3 years in luxury tourism, possess strong interpersonal skills, and be proactive in enhancing guest experiences.

Qualifications

• Minimum 3 years of experience in luxury tourism or 5-star hotel.
• Knowledge of luxury service standards.

Responsabilités

• Coordinate efforts among teams to ensure unique cruise experiences.
• Act as a liaison between guests and ship crew.
• Promote onboard services and enhance guest experiences.

Connaissances

Organized

Dynamic

Interpersonal Skills

Adaptable

Proactive

Description du poste

The provided job description contains relevant information but requires better formatting and some content adjustments for clarity and professionalism. Here's a refined version:

Company Presentation

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, paying particular attention to ship outfitting.

Job Description

• Ensure delivery of PONANT components that make the cruise 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 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 a liaison between guests and ship crew, addressing 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 on corrective actions with the Hotel Manager.
• Analyze guest feedback to uphold PONANT 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 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, assist guides, and ensure adherence to schedules.
• Collaborate with hotel services to meet dietary requirements and prepare rooms for special requests.

Profile

• Minimum 3 years of 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.
• 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 as part of our core values.