Mandarin-Speaking Guest Experience Lead

V.Group; Greater London; On-site; GBP 42,000 - 66,000; Part time

Job summary

Ponant Cruises seeks a Mandarin-speaking Guest Experience Coordinator aboard our luxury fleet. You will coordinate guest services across hotel operations, liaise with crew, respond to guest needs, and ensure compliance with Ponant standards to enhance guest satisfaction and NPS.

Reporting to the Hotel Manager with a dotted line to the Cruise Director, you will drive cross-department collaboration, manage guest feedback, and organize events onboard.

Qualifications

• Native English speaker
• Fluent in French
• Working proficiency in Chinese and/or Spanish is a plus
• Dynamic, organized, adaptable, autonomous and proactive
• Excellent communication and interpersonal skills across cultures

Responsibilities

• Relay information and coordinate efforts to assist on-board operational teams
• Act as liaison between guests and ship crew
• Identify guest issues and propose solutions to improve experiences
• Analyze guest feedback and ensure adherence to Ponant standards
• Coordinate with hotel management to meet charter requirements and onboard quality standards
• Engage guests through events and personalized service opportunities

Skills

English proficiency

French proficiency

Chinese or Spanish knowledge

Dynamic

Organized

Autonomous

Proactive

Cross-cultural communication

Job description

Ponant Cruises seeks a Mandarin-speaking Guest Experience Coordinator aboard our luxury fleet. You will coordinate guest services across hotel operations, liaise with crew, respond to guest needs, and ensure compliance with Ponant standards to enhance guest satisfaction and NPS.

Reporting to the Hotel Manager with a dotted line to the Cruise Director, you will drive cross-department collaboration, manage guest feedback, and organize events onboard.