ENGLISH GUEST EXPERIENCE COORDINATOR (H/F)

UMS Uvea Marine Services; France; On-site; EUR 35,000 - 50,000; Full time

Job summary

A leading luxury cruise company in France is seeking an English Guest Experience Coordinator to enhance the guest experience on board. The role involves coordination between various teams, addressing guest inquiries, and maintaining high service standards. Ideal candidates should have luxury industry experience and excellent interpersonal skills. This full-time position is integral to ensuring a memorable experience for guests.

Qualifications

• Minimum 3 years of experience in the Palace/5* hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Working proficiency in French and/or Spanish is a plus.

Responsibilities

• Ensure the unique cruise components are delivered by teams.
• Act as the liaison between guests and ship crew.
• Identify guest complaints and propose solutions.

Skills

Dynamic

Organized

Interpersonal skills

Adaptable

Education

Experience in Palace/5* hotel or luxury tourism industry

Job description

ENGLISH GUEST EXPERIENCE COORDINATOR (H/F)

ENGLISH GUEST EXPERIENCE COORDINATOR (H/F)

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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 some 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.

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Job Description

• Ensure that PONANT components which make the cruise unique are delivered by the teams => Coordinates efforts among different teams, communicates information, schedules events, and federates the progress of initiatives to achieve specific goals.
• Be a privileged contact for guests in order to glean feedback from them or to 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 experiences in the Palace/ 5* hotel or luxury tourism industry

Knowledge of luxury service standards

Softskills: dynamic, organized, adaptable, interpersonal skills

Autonomous and proactive profile

• American culture Knowledge
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Travel Arrangements, Hospitality, and Accommodation and Food Services

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