Guest Experience Coordinator H/F Compagnie du Ponant

Votre mission

Job Description
- 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.

Main Tasks

Collaboration & Guest Communication :
- 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 on corrective actions with the Hotel Manager.
- Analyze guest feedback through surveys and comments to uphold PONANT quality standards.
- Initiate 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 the appropriate departments.
- Participate in entertainment activities and public relations events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support :Assi
- St 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

ledge of luxury service standardsSoft

skills : dynamic, organized, adap

table, interpersonal skillsAuto

nomous and proactive profile

Our opportunities are open to everyone. The principles of non-discrimination and equal treatment are part of our values.

Le profil idéal

Minimum 3 years of experiences in the Palace/ 5* hotel or luxury tourism industry (HOD, concierge chef or Guest relation manager)Know

ledge of luxury service standards

Soft skills : dynamic, organized,

adaptable, interpersonal skills

Autonomous and proactive profile

English native, French spoken