GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises seeks a dedicated individual to enhance guest experiences. Responsibilities include coordinating efforts among teams, serving as a guest contact, and ensuring quality standards. The ideal candidate has experience in luxury tourism and strong interpersonal skills.

Qualifications

• Minimum 3 years' experience in a 5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.

Responsabilités

• Ensure delivery of PONANT components that make cruises unique.
• Serve as a privileged contact for guests, gathering feedback and assisting with needs.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal Skills

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 cruises unique — coordinate efforts among teams, communicate information, schedule events, and unify initiatives to meet goals.
• Serve as a privileged contact for guests — gather feedback, assist with needs or questions.

Main Tasks

• Relay information between operational teams and guests, ensuring seamless communication across departments (housekeeping, F&B, front desk).
• Act as liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop and distribute materials via the PONANT App and other channels.

Problem Resolution & Quality Standards

• Identify guest complaints, propose solutions, and follow up with the Hotel Manager.
• Analyze guest feedback to uphold quality standards.
• Implement proactive measures to prevent issues and ensure compliance with charters and operations.

Personalization & Experience Coordination

• Promote onboard and local services, enhancing guest experiences through storytelling.
• Coordinate special requests (VIP, celebrations, solo travelers) with relevant departments.
• Participate in entertainment and PR events, including welcome cocktails and dinners, with the Cruise Director.

Program & Excursion Support

• Assist in organizing daily programs, lectures, and information sessions.
• Escort guests on shore excursions, supporting guides and ensuring schedules are met.
• Coordinate with hotel services for dietary needs and room arrangements for special requests.

Profile

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

Our opportunities are open to everyone, embracing principles of non-discrimination and equal treatment.