GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A luxury cruise company is seeking a dynamic individual with experience in high-end hospitality. The role involves ensuring seamless communication between guests and operational teams, addressing inquiries, and enhancing guest experiences through personalized services. Ideal candidates will have a strong background in luxury tourism, possess excellent interpersonal skills, and be proactive in problem resolution.

Qualifications

• Minimum 3 years of experience in luxury tourism or Palace/5* hotel.
• Knowledge of luxury service standards.

Responsabilités

• Coordinate efforts among different teams to achieve specific goals.
• Act as the liaison between guests and ship crew, addressing inquiries.
• Promote onboard services and local offerings to enhance guest experiences.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Proactivity

Description du poste

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Company Presentation

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, paying particular attention to ship outfitting.

Job Description

• Ensure the delivery of PONANT components that make the cruise unique: Coordinate efforts among different teams, communicate information, schedule events, and unify 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 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 PR 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.