GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a Guest Experience Coordinator in Nancy. The role involves ensuring unique guest experiences, coordinating with teams, and addressing guest inquiries and feedback. Candidates should have experience in luxury tourism and strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among teams and unify the progress of initiatives.
• Gather feedback and assist guests with their needs.
• Analyze guest feedback to maintain quality standards.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Description du poste

Job Description: Guest Experience Coordinator (H/F), Nancy

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.

Responsibilities:

1. Ensure delivery of PONANT components that make the cruise unique: Coordinate efforts among teams, communicate information, schedule events, and unify the progress of initiatives to reach specific goals.
2. Serve as a privileged contact for guests: Gather feedback, assist with their needs, and answer 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, handling inquiries, feedback, and special requests.
• Develop and distribute information materials via 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 maintain 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, using storytelling to enhance guest experiences.
• Coordinate special requests (VIP services, celebrations, solo traveler needs) with relevant departments.
• Participate in entertainment and public relations events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support:

• Assist in organizing daily programming, lectures, and information sessions.
• Escort guests on shore excursions, support guides, and ensure schedule adherence.
• Work with hotel services to meet dietary requirements and prepare rooms for special requests.

Profile:

• Minimum 3 years of 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 embrace non-discrimination and equal treatment as core values.