GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Rennes; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

Une entreprise de croisière de luxe recherche un professionnel pour assurer les communications entre les équipes et les invités, tout en offrant un service de haute qualité. Le candidat doit avoir une solide expérience dans l'industrie du luxe et posséder d'excellentes compétences interpersonnelles. Les responsabilités incluent la gestion des retours invités, la promotion des services à bord et la coordination des demandes spéciales.

Qualifications

• Minimum 3 ans d'expérience dans l'hôtellerie de luxe ou le tourisme.
• Connaissance des normes de service de luxe.
• Autonome et proactif.

Responsabilités

• Coordonner les efforts entre les équipes opérationnelles et les invités.
• Développer des matériels et assurer la distribution des informations.
• Analyser les retours des invités pour maintenir les standards de qualité.

Connaissances

Compétences interpersonnelles

Dynamisme

Organisation

Adaptabilité

Description du poste

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Job Reference:

307582857548870451232768

Job Views:

2

Posted:

18.06.2025

Expiry Date:

02.08.2025

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Job Description:

Presentation of the company

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.

JOIN OUR COMMANDANT CHARCOT

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 i n order to glean feedback from them or to assist with their needs or questions.

M ain 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 experiences in the Palace/ 5* hotel or luxury tourism industry

Knowledge of luxury service standards

Softskills: dynamic, organized,adaptable, interpersonal skills

Autonomous and proactive profile

• NATIVE ENGLISH SPEAKER
• CHINESE SPEAKER
• 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.