GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises seeks a dedicated professional to enhance guest experiences onboard. Responsibilities include coordinating services, addressing guest inquiries, and ensuring quality standards are met. Ideal candidates have experience in luxury tourism and possess strong interpersonal skills.

Qualifications

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

Responsabilités

• Ensure delivery of PONANT components and coordinate efforts among teams.
• Act as liaison between guests and ship crew, addressing inquiries.
• Identify guest complaints, propose solutions, and follow up.

Connaissances

dynamic

organized

adaptable

interpersonal skills

Description du poste

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EU work permit required:

Yes

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Job Reference:

1169730481890000896327640

Job Views:

4

Posted:

17.05.2025

Expiry Date:

01.07.2025

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

Job Description

• Ensure delivery of PONANT components that make the cruise unique — coordinate efforts among different teams, communicate information, schedule events, and unify the progress of initiatives to meet specific goals.
• Be a privileged contact for guests — gather feedback, 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 liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop materials and ensure accurate distribution via the PONANT App and other channels.

Problem Resolution & Quality Standards

• Identify guest complaints, propose solutions, and follow up 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 operations.

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 relevant departments.
• Participate in entertainment and public relations events, including welcome cocktails and guest dinners, with 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 schedules are followed.
• Work with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

Minimum 3 years 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, embracing principles of non-discrimination and equal treatment.

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