GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company is seeking a Guest Experience Coordinator to ensure seamless communication between guests and operational teams. This role involves addressing guest inquiries, promoting onboard services, and assisting in organizing excursions. The ideal candidate has experience in luxury tourism and possesses strong interpersonal skills. Join a dynamic team dedicated to providing exceptional guest experiences.

Qualifications

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

Responsabilités

• Coordinate efforts among different teams to meet specific goals.
• Serve as a privileged contact for guests, gathering feedback and assisting with needs.
• Identify guest complaints and propose solutions.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal Skills

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 unify the progress of initiatives to meet specific goals.
• 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 to ensure 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 from surveys and comments 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 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 schedule adherence.
• Collaborate with hotel services to confirm dietary requirements and room preparations 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. The principles of non-discrimination and equal treatment are core to our values.