GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises is seeking a professional to coordinate guest experiences and ensure high-quality service on board. The role involves liaising between guests and crew, managing special requests, and enhancing onboard services. Ideal candidates will have experience in luxury tourism and possess strong interpersonal skills.

Qualifications

• Minimum of 3 years of experience in luxury tourism or Palace/5-star hotel.

Responsabilités

• Coordinate efforts among teams for unique cruise delivery.
• Serve as a contact for guests to gather feedback and assist with needs.
• Identify guest complaints, propose solutions, and follow up.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

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, paying particular attention to ship outfitting.

Job Responsibilities

1. Coordinate efforts among different teams to ensure the delivery of PONANT components that make the cruise unique, including scheduling, communication, and progress tracking.
2. Serve as a privileged contact for guests to gather feedback and assist with their needs or questions.

Main Tasks

• Relay information between operational teams and guests to ensure seamless communication across departments such as housekeeping, food and beverage, and front desk.
• Act as a 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, or solo traveler needs with relevant 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 programs, lectures, and information events.
• Accompany guests on shore excursions, assisting guides and ensuring schedules are followed.
• 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-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.
• Soft skills: dynamic, organized, adaptable, interpersonal skills.
• Autonomous and proactive attitude.
• Working proficiency in French and/or Spanish is a plus.

Our opportunities are open to everyone. We value non-discrimination and equal treatment principles.