Mandarin speaking Guest Experience Coordinator for Ponant Cruises

vgroup; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Ponant Cruises, through V.Ships Leisure, is seeking a Guest Experience Coordinator to elevate maritime guest service and ensure seamless experiences. You will coordinate cross-team efforts and be a primary contact for guests, helping to gather feedback and resolve inquiries.

The role focuses on personalizing service, aligning with onboard standards and quality charters, and driving guest satisfaction to exceed NPS targets.

Qualifications

• No specific qualifications listed in the ad.

Responsibilities

• Coordinate efforts among teams and schedule events to meet goals.
• Be the privileged guest contact to gather feedback and assist with needs or questions.
• Coordinate guest experience, ensure onboard standards, and align with quality charters.

Job description

V.Ships Leisure is looking for Guest Experience Coordinator on behalf of Ponant Cruises.

• 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 in order to glean feedback from them or to assist with their needs or questions. Key role in facilitating collaboration and ensuring that all parts of a project are aligned with guest satisfaction. Coordinate the guest experience by ensuring compliance with product components, quality charters and onboard standards. Maintain and exceed our NPS goals and customer experience by personalizing customer care and delivering consistent service excellence.
• Streamline the customer journey and reduce the gap between FBS (French/Belgian/Swiss) vs ENG guests. Create mingling opportunities to increase cohesiveness guests / teams.