GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Montrouge; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

A leading luxury cruise company seeks a dedicated coordinator to enhance guest experiences and ensure seamless communication among teams. Ideal candidates will have a strong background in luxury service, excellent interpersonal skills, and a proactive attitude.

Qualifications

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

Responsabilités

• Coordinate efforts among teams to ensure unique cruise delivery.
• Act as liaison between guests and crew, addressing inquiries.

Connaissances

dynamic

organized

adaptable

interpersonal skills

Description du poste

Below is a refined version of the job description to improve clarity, formatting, and focus:

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 particular attention to ship outfitting.

Job Description

• Coordinate efforts among different teams to ensure the delivery of PONANT components that make the cruise unique. Communicate information, schedule events, and unify initiatives to achieve specific goals.
• Serve as a privileged contact for guests to gather feedback, assist with their needs, and answer 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 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 such as VIP services, celebrations, and solo traveler needs with relevant departments.
• Participate in entertainment activities and PR 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 sessions.
• Escort guests on shore excursions, supporting guides and ensuring schedule adherence.
• Coordinate with hotel services to meet dietary requirements and prepare rooms for special requests.

Candidate 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, with strong 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.