ENGLISH GUEST EXPERIENCE COORDINATOR (H / F)

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

Résumé du poste

A luxury cruise operator in Paris is seeking a candidate to enhance guest experiences by coordinating communication between teams and addressing guest inquiries. The ideal applicant should have at least 3 years of experience in luxury service and effective interpersonal skills. Responsibilities include promoting onboard services and supporting daily programming. Proficiency in English is a must, with additional languages being a plus.

Qualifications

• Minimum 3 years of experience in the Palace / 5-star hotel or luxury tourism industry.
• English speaker, knowledge of American culture.
• Working proficiency in French and/or Spanish is a plus.

Responsabilités

• Ensure seamless communication between operational teams and guests.
• Address inquiries and feedback from guests.
• Promote onboard services and local offerings.
• Assist in organizing daily programming and excursions.

Connaissances

Knowledge of luxury service standards

Interpersonal skills

Problem resolution

Dynamic and organized

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. PONANT is a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises, with a focus on outfitting 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.