GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises seeks a Guest Experience Coordinator in Grenoble. The role involves ensuring unique guest experiences, coordinating between departments, and addressing guest feedback. Ideal candidates have a background in luxury service and strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among different teams to ensure unique guest experiences.
• Act as the liaison between guests and ship crew, addressing inquiries.
• Identify guest complaints and propose solutions.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal Skills

Description du poste

GUEST EXPERIENCE COORDINATOR (H/F), Grenoble

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 the outfitting of its ships.

Job Description:

• 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 to ensure 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 information 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 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 confirm dietary requirements and room preparations for special requests.

Profile:

• Minimum 3 years of experience in a Palace/5* 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 uphold principles of non-discrimination and equal treatment as part of our values.