Guest experience coordinator

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.

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