Guest experience coordinator

A propos

Créée en 2004, Uvea Marine Services est une entreprise d’Armement Maritime, basée à Mata-Utu, sur l’île de Wallis dans le Pacifique Sud. Notre activité est de fournir tous les services utiles aux compagnies de navigation. La gestion des équipages de navires immatriculés à Wallis est notre cœur de métier. La fidélité va de pair avec la qualité ! De prestigieux clients, dont PONANT, nous font confiance depuis notre création.

Nos opportunités sont ouvertes à tous. Les principes de non-discrimination et d'égalité de traitement font partie des valeurs essentielles de 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



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 standardsSoft

skills: dynamic, organized,adap

table, interpersonal skillsAuto

nomous and proactive profile

English native, French spoken



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