Guest Experience Coordinator for Ponant Cruises
- London
- Contract
- Full-time
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. Key role in facilitating collaboration and ensuring that all parts of a project are aligned with guest satisfaction. Coordinate the guest experience by ensuring compliance with product components, quality charters and onboard standards. Maintain and exceed our NPS goals and customer experience by personalizing customer care and delivering consistent service excellence.
Streamline the customer journey and reduce the gap between FBS (French/Belgian/Swiss) vs ENG guests. Create mingling opportunities to increase cohesiveness guests / teams.Key Responsibilities
- Relay information and coordinate efforts to assist operational teams, ensuring effective communication between passengers and various onboard services (housekeeping, food and beverage, front desk) for a seamless guest experience.
- Act as the liaison between guests and the ship crew.
- Identify guest issues or complaints, propose solutions to the Hotel Manager to transform negative experiences into positive ones, and follow up on actions stemming from audits while gathering operational needs.
- Initiate proactive measures to prevent non-conformities and address concerns based on analysis of negative feedback. Analyze the quality of services provided to guests with the Hotel Manager (comments cards), ensuring that all interactions adhere to the PONANT standards and charters.
- Assist the Hotel Manager to ensure compliance with PONANT quality standards before, during, and after the guest's stay, serving as the primary contact to unify compliance with charter requirements in collaboration with heads of departments aboard and PONANT HQ.
- Provide support to staff by facilitating access to PONANT's charters and standards when needed, without overstepping or directing other crew members, but rather by emphasis on teamwork.
- Coordinate with the excursion service, Maître D' or head waitstaff upon arrival to confirm included beverages and dietary requirements, VIP, allergy.
- For special requests, ensure that the rooms are prepared and meet guest expectations upon arrival with HK collaboration.
- Assist the Cruise Director in coordinating a unique PONANT experience through cruise plans, daily program.
- Develop materials to facilitate information sharing and communication on board for guests.
- Ensure all content and documents are accurately distributed and understood by guests.
- Collaborate with the hotel manager and department heads to ensure that information is available on the PONANT App.
- Participate in entertainment activities alongside the Cruise Director and substitute as needed (excluding gym and dance classes).
- Accompany US guests on shore excursions, assisting guides with guest counts and ensuring adherence to schedules.
- Be attentive to solo travelers, offering to dine with them, facilitating social opportunities, and addressing their needs.
- Collaborate with the Captain, Travel Ambassador, or Cruise Director to arrange welcome cocktails or dinners for single guests.
- Join singles' tables on designated evenings to encourage guest interaction and inclusivity.
- Serves as the primary point of contact for guests, addressing inquiries, feedback, and concerns to enhance their overall experience.
- Participate to the guest feedback analysis through surveys, reviews, and direct communication to identify areas for improvement.
- Engage in all public relations events with passengers, such as corporate cocktails and personalization of bilingual moments & meetings, while prioritizing key moments in the customer journey to enhance customer relationships.
- Regularly invite clients to provide feedback and ensure their well-being through consistent communication, including dining with guests in designated areas.
- Promote and inform guests about onboard services and local offerings, utilizing storytelling to enhance their experience.
- Specific request (birthday, celebration).
- Welcome and celebrate the Newcomers onboard.
- Participate in the reception of VIP clients, PYC, coordinating their journey with the butler.
- 3+ years of experience in a fast-paced, guest-facing luxury travel environment (Palace/ 5* hotel), ideally in cruise industry with a strong knowledge of cruise ship operations.
- Native English speaker and fluent in French. Working proficiency in Chinese and/or Spanish is a plus.
- Soft skills: dynamic, organized, adaptable, autonomous and proactive.
- Excellent communication and interpersonal skills with experience working cross-departmentally and with different cultures / nationalities.
- Strong knowledge of and passion for implementing and upholding international luxury service standards.
- Detail-oriented with a proactive mindset and strong problem-solving skills.
- Strong leadership and decision-making skills, with the ability to inspire and influence without direct hierarchical authority.
- Aligned with the PONANT core values and mission, bringing that ethos and spirit to every guest interaction.
- This role will report to the Hotel Manager with a dotted line to the Cruise Director.