GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Colmar; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

A leading luxury cruise company seeks a dedicated coordinator to enhance guest experiences. The role involves liaising between guests and crew, ensuring seamless communication, and promoting onboard services. Candidates should have a strong background in luxury tourism and excellent interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among teams for unique cruise delivery.
• Serve as a contact for guests to gather feedback.

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, paying particular attention to ship outfitting.

Job Responsibilities

• Coordinate efforts among different teams to ensure the delivery of PONANT components that make the cruise unique. Communicate information, schedule events, and unify the progress of initiatives to achieve specific goals.
• Serve as a privileged contact for guests to gather feedback and assist with their needs or questions.

Main Tasks

• Relay information between operational teams and guests, ensuring seamless communication across departments such as housekeeping, food and beverage, and 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 uphold 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, 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 events.
• Accompany guests on shore excursions, assisting guides and ensuring schedules are followed.
• Collaborate with hotel services to meet dietary requirements and prepare rooms 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 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 core values.