GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a dynamic professional to enhance guest experiences on board. The role involves coordinating services, addressing guest needs, and ensuring high-quality standards are maintained throughout the cruise experience. Ideal candidates will have experience in luxury tourism and possess strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate delivery of unique cruise components.
• Serve as a contact for guests and address inquiries.
• Facilitate communication between operational teams and guests.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Proactivity

Description du poste

The provided job description contains some formatting inconsistencies and extraneous content that can be improved for clarity and professionalism. Below is a refined version that enhances readability and maintains the original information:

Company Presentation

UVEA MARINE SERVICES (UMS) is a shipping company based in Wallis and Futuna in the South Pacific. For over twenty years, we have been recruiting for the French company PONANT, a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises, with a focus on ship outfitting.

Job Description

• Coordinate delivery of PONANT components that make the cruise unique. Ensure efforts among different teams are synchronized, information is communicated effectively, events are scheduled, and project progress is unified to meet goals.
• Serve as a privileged contact for guests. Gather feedback, assist with their needs, and answer questions.

Main Tasks

• Facilitate seamless communication between operational teams and guests across departments such as housekeeping, food and beverage, and front desk.
• Act as the liaison between guests and the ship crew, addressing inquiries, feedback, and special requests.
• Develop and distribute informational 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 from surveys and comments to maintain PONANT 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, enhancing guest experiences through storytelling.
• 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.
• Support guests during shore excursions, helping guides and ensuring schedule adherence.
• 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.
• Working proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. We uphold principles of non-discrimination and equal treatment as part of our values.