GUEST EXPERIENCE COORDINATOR (H/F)

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

Résumé du poste

A leading company in luxury cruises seeks a dedicated guest services coordinator. You will ensure seamless communication between guests and the ship crew, enhance guest experiences through personalized services, and support the Cruise Director in daily activities. If you have a passion for luxury tourism and possess strong interpersonal skills, join us to create unforgettable journeys for our guests.

Qualifications

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

Responsabilités

• Coordinate efforts among teams to ensure unique cruise experiences.
• Serve as a contact for guests, addressing inquiries and feedback.
• Assist in organizing daily programming and excursions.

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 the outfitting of its ships.

Job Responsibilities

• 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 achieve specific goals.
• Serve as 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 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 with the Hotel Manager on corrective actions.
• Analyze guest feedback through surveys and comments to maintain 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 (VIP services, celebrations, 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 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 attitude.
• 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.