GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading shipping company seeks a dedicated Guest Liaison to ensure exceptional guest experiences on luxury cruises. This role involves coordinating between departments, addressing guest inquiries, and promoting onboard services. Ideal candidates will have a strong background in luxury tourism and excellent interpersonal skills.

Qualifications

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

Responsabilités

• Relay information between operational teams and guests.
• Act as the liaison between guests and ship crew.
• Promote onboard services and local offerings.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal Skills

Description du poste

Below is a refined version of the job description, with improved formatting and clarity:

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, respectful of the environment, and an expert in luxury cruises, paying particular attention to the outfitting of its ships.

Job Description

• Ensure that PONANT components which make the cruise unique are delivered by the teams — Coordinate efforts among different teams, communicate information, schedule events, and federate the progress of initiatives to achieve specific goals.
• Be a privileged contact for guests — Glean feedback, assist with 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 materials and ensure accurate distribution of information 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 through surveys and comments to uphold PONANT quality standards.
• Initiate 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 the appropriate 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 adherence to schedules.
• Collaborate with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

• Minimum of 3 years of experience in the Palace/5* hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, interpersonal skills.
• Autonomous and proactive profile.
• 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.