MSC Casino Cruise Concierge

MSC Cruises • Fort Lauderdale, FL

28d • Onsite

About The Position

The MSC Cruise Concierge is a multi-channel salesperson, responsible for selling MSC Cruises products and services, contributing to the achievement of the business objectives set by Head Office and to the delivery of operational excellence and quality of service towards MSC Cruises customers. A MSC Cruise Concierge is also responsible for the effective handling of all individual customers’ requests coming by telephone, email, social media, and chat, in line with MSC Service Standards & Procedures.

Requirements

• Fluent English, oral and written.
• High School Diploma or equivalent
• Minimum one year of Sales experience
• Ability to build trust, value others, communicate effectively, execute, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Experience with Microsoft Outlook, Word, Excel, and basic computer proficiency.
• Proven resilience and ability to work well under pressure.
• Flexibility to work evening hours, weekends and occasional extended hours.
• Must be willing and available to travel to attend land-based casino partnership events, industry conferences, or other related business functions as needed.
• Strong understanding of customer, market dynamics and requirements.
• US Passport or US Permanent Residents

Nice To Haves

• Any additional language is considered an advantage.
• Bachelor’s degree in Marketing; Business Administration or related field preferred.
• two years sales experience preferred.
• Cruise sales a plus.
• Knowledge of casino operations or cruise industry processes is highly desirable.

Responsibilities

• Sell MSC Cruise casino vacation packages to direct customers, employing selling skills and utilizing product knowledge to effectively present MSC Cruises products.
• Respond promptly and professionally to guest correspondence received by the casino department via multiple inbound channels.
• Proactively reach out to guests to address inquiries, concerns, or follow-up items. Sell consultatively and make recommendations to prospects and existing guests.
• Verify guest eligibility for offers and promotions using internal tools and systems.
• Generate personalized offers for new acquisition guests by leveraging all available information, including competitor cruise line offers, land-based casino offers, and other individual play data.
• Maintain contact with all clients to ensure high levels of client satisfaction.
• Meet assigned individual and departmental KPIs.
• Assist in departmental sales efforts to move soft sailings and last-minute inventory.
• Assist in department inbound reservation fulfillment.
• Process payments and maintain compliance with company financial procedures.
• Review, verify, and ensure accuracy of reservations created by both call center and concierge teams.
• Collaborate and maintain effective working relationships with other internal departments to resolve guest concerns and improve service processes.
• Maintain accurate records of guest interactions, issues, and resolutions in appropriate systems.
• Adherence to schedule, objectives, and goals.
• Other duties as assigned by management.

Benefits

• We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED