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 some twenty years. A leader in polar expeditions, respectful of the environment and an expert in luxury cruises, PONANT pays particular attention to the outfitting of its ships.
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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:
* 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 experiences in the Palace/ 5* hotel or luxury tourism industry
Knowledge of luxury service standards
Softskills: dynamic, organized, adaptable, interpersonal skills
Autonomous and proactive profile
* NATIVE ENGLISH SPEAKER
* CHINESE SPEAKER
* 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.
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