GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Bourg-en-Bresse; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A leading company in luxury cruises is seeking a dynamic individual to enhance guest experiences. Responsibilities include coordinating services, addressing guest inquiries, and ensuring quality standards. Ideal candidates should have a background in luxury hospitality and strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among teams and oversee progress.
• Act as a liaison between guests and crew, addressing inquiries.
• Assist Cruise Director in organizing daily programming.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Proactivity

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 oversee the progress of initiatives to achieve specific goals.
• Serve as a privileged contact for guests — Gather feedback, 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 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 via surveys and comments to maintain PONANT's 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 sessions.
• Accompany guests on shore excursions, assisting guides and ensuring schedules are followed.
• Work with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum of 3 years of experience in a Palace/5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, interpersonal skills.
• Autonomous and proactive attitude.
• Proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. We value non-discrimination and equal treatment principles.