GUEST EXPERIENCE COORDINATOR (H / F)

UMS Uvea Marine Services; Lille; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Une entreprise de croisières de luxe recherche un professionnel dynamique pour assurer une expérience client exceptionnelle à bord. Ce rôle implique de coordonner les efforts entre les équipes opérationnelles et d'agir en tant que point de contact privilégié pour les invités, garantissant une communication fluide et une satisfaction optimale. Vous serez responsable de relayer les informations, de résoudre les problèmes des clients, et de promouvoir les services à bord. Si vous êtes autonome, proactif, et avez une passion pour le service à la clientèle, cette opportunité est faite pour vous.

Qualifications

• Minimum 3 ans d'expérience dans l'industrie hôtelière de luxe.
• Connaissance des normes de service de luxe requise.

Responsabilités

• Assurer la communication entre les équipes opérationnelles et les invités.
• Analyser les retours des clients pour maintenir les normes de qualité.

Connaissances

Service à la clientèle

Compétences interpersonnelles

Organisation

Adaptabilité

Dynamisme

Outils

PONANT App

Description du poste

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 some twenty years. A leader in polar expeditions, respectful of the environment and an expert in luxury cruises, PONANT pays particular attention to the outfitting of its ships.

Job Description

1. Ensure that PONANT components which make the cruise unique are delivered by the teams.

Coordinates efforts among different teams, communicates information, schedules events, and federates the progress of initiatives to achieve specific goals.

1. Be a privileged contact for guests in order to glean feedback from them or to assist with their needs or questions.

Main Tasks

1. Relay information between operational teams and guests, ensuring seamless communication across departments (housekeeping, food and beverage, front desk).
2. Act as the liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
3. Develop materials and ensure accurate distribution of information through the PONANT App and other channels.

Problem Resolution & Quality Standards:

1. Identify guest complaints, propose solutions, and follow up on corrective actions with the Hotel Manager.
2. Analyze guest feedback through surveys and comments to uphold PONANT quality standards.
3. Initiate proactive measures to prevent non-conformities and ensure compliance with charters and operational requirements.

Personalization & Experience Coordination:

1. Promote onboard services and local offerings, using storytelling to enhance guest experiences.
2. Coordinate special requests (VIP services, celebrations, solo traveler needs) with the appropriate departments.
3. Participate in entertainment activities and public relations events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support:

1. Assist the Cruise Director in organizing daily programming, lectures, and information events.
2. Accompany guests on shore excursions, assisting guides and ensuring adherence to schedules.
3. Collaborate 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 profile.

1. Working proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. The principles of non-discrimination and equal treatment are part of our values.