ENGLISH GUEST EXPERIENCE COORDINATOR (H / F)

UMS Uvea Marine Services; Lille; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

Une entreprise de croisière de luxe recherche un Coordinateur des Expériences à bord pour gérer la communication entre les invités et l'équipage. Le candidat idéal a au moins 3 ans d'expérience dans le secteur du luxe, maîtrise l'anglais et possède de bonnes compétences interpersonnelles. L'accent est mis sur l'amélioration de l'expérience client et la résolution de problèmes. Ce poste basé en France offre des responsabilités variées dans un environnement dynamique.

Qualifications

• Minimum de 3 ans d'expérience dans un hôtel 5 étoiles ou le secteur du tourisme de luxe.
• Connaissance des standards de service de luxe.
• Anglais courant, connaissance de l'espagnol un plus.

Responsabilités

• Assurer la communication entre les équipes opérationnelles et les invités.
• Gérer les plaintes des invités et proposer des solutions.
• Promouvoir les services à bord et les offres locales.

Connaissances

Service de luxe

Communication interpersonnelle

Gestion des problèmes

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.

Join our Commandant Charcot

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 to gather feedback or assist with their needs or questions.

Main Tasks

Collaboration & Guest Communication:

• 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-star hotel or luxury tourism industry

• Knowledge of luxury service standards

Soft skills: dynamic, organized, adaptable, interpersonal skills

Autonomous and proactive profile

• English speaker
• Knowledge of American culture
• 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.