GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading luxury cruise company is seeking a dynamic individual to enhance guest experiences onboard. The role involves coordinating guest services, addressing inquiries, and ensuring quality standards are met. Candidates should have a background in luxury tourism and possess strong interpersonal skills. Join a team dedicated to providing exceptional service in a unique travel environment.

Qualifications

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

Responsabilités

• Coordinate communication between operational teams and guests.
• Address guest inquiries and feedback.
• Assist in organizing daily programming and excursions.

Connaissances

Interpersonal skills

Organizational skills

Adaptability

Proactivity

Description du poste

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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. The company emphasizes the outfitting of its ships.

Job Description

• 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.
• Be a privileged contact for guests — Glean feedback from them or 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 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 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.