GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Créteil; Sur place; EUR 35 000 - 45 000; Plein temps

Résumé du poste

A leading luxury cruise company is seeking a guest relations coordinator to enhance onboard experiences. The role involves ensuring seamless communication between guests and crew, handling inquiries, and promoting services. Candidates should have a strong background in luxury hospitality and excellent interpersonal skills.

Qualifications

• Minimum of 3 years experience in luxury hotels or tourism industry.
• Knowledge of luxury service standards.

Responsabilités

• Coordinate efforts among teams and oversee progress of initiatives.
• Serve as the liaison between guests and ship crew.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Proactivity

Description du poste

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, environmentally respectful, and an expert in luxury cruises, with a focus on outfitting its ships.

Job Responsibilities

• Ensure delivery of PONANT components that make the cruise unique: Coordinate efforts among different teams, communicate information, schedule events, and oversee the progress of initiatives to achieve specific goals.
• Act as a privileged guest contact: 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).
• Serve as the liaison between guests and ship crew, addressing inquiries, feedback, and requests.
• Develop and distribute materials through 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 such as VIP services, celebrations, or solo traveler needs with relevant departments.
• 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 events.
• Escort guests on shore excursions, supporting guides and ensuring schedule adherence.
• Work with hotel services to meet dietary requirements and prepare rooms for special requests.

Profile

• Minimum of 3 years experience in luxury hotels or 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. We uphold principles of non-discrimination and equal treatment.