GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a dedicated Guest Experience Coordinator to enhance guest satisfaction and ensure seamless communication among teams. The role involves coordinating special requests, promoting onboard services, and assisting with excursions. Candidates should have a minimum of 3 years in luxury tourism or 5-star hotels, possess strong interpersonal and organizational skills, and be proactive in addressing guest needs.

Qualifications

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

Responsabilités

• Coordinate efforts among teams to ensure guest satisfaction.
• Act as a liaison between guests and ship crew for inquiries.
• Analyze guest feedback to maintain quality standards.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Dynamic Attitude

Description du poste

Below is a refined version of the job description, improving clarity, formatting, and removing irrelevant or redundant content:

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 recruited for the French company PONANT, a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises. PONANT emphasizes high-quality outfitting of its ships.

Job Description

• Coordinate efforts among different teams to ensure that PONANT components that make the cruise unique are delivered, communicated, and scheduled effectively.
• Serve as a privileged contact for guests to gather feedback and assist with their needs and 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 information via the PONANT App and other channels accurately.

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 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, assist guides, and ensure adherence to schedules.
• Coordinate with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum 3 years of experience in the 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 core values.