GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Issy-les-Moulineaux; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A leading company in luxury cruises is seeking a Guest Experience Coordinator in Issy-les-Moulineaux. The role involves ensuring exceptional guest experiences by coordinating with various teams, addressing inquiries, and promoting onboard services. Ideal candidates will have experience in luxury hospitality and possess 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 and oversee progress of initiatives.
• Act as the liaison between guests and ship crew, addressing inquiries.
• Assist the Cruise Director with organizing daily programming.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

Formation

Experience in luxury tourism

Description du poste

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GUEST EXPERIENCE COORDINATOR (H/F), Issy-les-Moulineaux

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, with a focus on premium ship outfitting.

Job Details:

• 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 meet specific goals.
• Serve as a privileged contact for guests: Gather feedback and 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 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 to uphold PONANT 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 the relevant departments.
• Participate in entertainment activities and PR events, including welcome cocktails and guest dinners, with the Cruise Director.

Program & Excursion Support:

• Assist the Cruise Director with organizing daily programming, lectures, and information sessions.
• Escort guests on shore excursions, supporting guides and ensuring schedule adherence.
• Work with hotel services to meet dietary requirements and prepare rooms 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 all, respecting principles of non-discrimination and equal treatment.