GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a dedicated coordinator to ensure exceptional guest experiences. The role involves liaising between guests and crew, managing feedback, and coordinating events. Ideal candidates will have experience in luxury tourism and strong interpersonal skills.

Qualifications

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

Responsabilités

• Coordinate efforts among different teams to ensure delivery of cruise components.
• Serve as a key contact for guests to gather feedback and assist with inquiries.

Connaissances

Interpersonal Skills

Organizational Skills

Adaptability

Autonomy

Description du poste

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 over twenty years. PONANT is a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises, with a focus on high-quality ship outfitting.

Job Responsibilities

• Coordinate efforts among different teams to ensure the delivery of PONANT's unique cruise components, facilitate communication, schedule events, and unify initiatives to meet objectives.
• Serve as a key contact for guests to gather feedback and assist with their needs and inquiries.

Main Tasks

• Relay information between operational teams and guests to ensure smooth communication across departments such as housekeeping, food and beverage, and front desk.
• Act as the liaison between guests and the ship's crew, addressing inquiries, feedback, and special requests.
• Develop and distribute informational materials via 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 from surveys and comments to maintain PONANT's 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, enhancing guest experiences through storytelling.
• Coordinate special requests such as VIP services, celebrations, or solo traveler needs with relevant departments.
• Participate in entertainment and public relations events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support

• Assist the Cruise Director in organizing daily programs, lectures, and information sessions.
• Escort guests on shore excursions, supporting guides and ensuring schedule adherence.
• Work with hotel services to accommodate dietary requirements and prepare rooms for special requests.

Candidate Profile

• Minimum of 3 years of experience in a 5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, 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 core values.