GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company is seeking a Guest Services Coordinator to enhance guest experiences and ensure seamless communication between teams. The ideal candidate will have extensive experience in luxury tourism and possess strong interpersonal skills. This role involves addressing guest needs, coordinating special requests, and promoting onboard services. Join a dynamic team dedicated to delivering exceptional service and creating unforgettable journeys.

Qualifications

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

Responsabilités

• Coordinate communication between operational teams and guests.
• Address guest inquiries and feedback.
• Assist in organizing daily programming and excursions.

Connaissances

Interpersonal skills

Organizational skills

Adaptability

Proactivity

Dynamic personality

Description du poste

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. A leader in polar expeditions, respectful of the environment, and an expert in luxury cruises, PONANT pays particular attention to the outfitting of its ships.

Job Description

• Ensure that PONANT components that make the cruise unique are delivered by the teams — Coordinate efforts among different teams, communicate information, schedule events, and federate the progress of initiatives to achieve specific goals.
• Be a privileged contact for guests — Glean feedback from them or 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 the liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop materials and ensure accurate distribution of information 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 through surveys and comments to uphold PONANT quality standards.
• Initiate 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 the appropriate 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, assisting guides, and ensuring adherence to schedules.
• Collaborate with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum 3 years of 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 profile.
• 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 part of our values.