Universal Reservation Agent

MSC Cruises•Fort Lauderdale, FL

15h•Remote

About The Position

The Universal Reservation Agent role is responsible for providing efficient, guest-focused support through inbound and outbound interactions. This includes resolving reservation requests, assessing guest needs, and applying critical thinking to deliver effective solutions in alignment with MSC Service Standards and guidelines. The role is empowered to drive resolution, promote MSC Cruises products and services, and support a seamless guest journey from initial contact through post-booking support.

Requirements

1+ Year of Contact Center, reservations, sales, or guest service experience.
Fluency in English (spoken and written); additional languages preferred.
Strong verbal and written communication skills with a confident telephone presence.
Demonstrated critical thinking, problem-solving, and multi-tasking abilities.
Guest-centric mindset with the ability to deliver service excellence under pressure.
Proficiency in Microsoft Outlook, Word, Excel, and reservation systems.
Strong organizational skills with attention to detail and accuracy.
Ability to adapt to change, learn new systems, and support evolving business needs.
Working knowledge of MSC products, destinations, policies, and procedures (or ability to quickly acquire).
Ability to work flexible schedules, including evenings, weekends, and holidays as required.
Availability to attend training, educational sessions, and development activities as needed.
US Passport or US Permanent Residents

Responsibilities

Provides guest-focused support across all inbound and outbound interactions in alignment with MSC Service Standards.
Resolves reservation inquiries, booking challenges, and service issues using critical thinking and sound judgment.
Processes bookings, modifications, cancellations, and payments accurately within reservation systems.
Promotes and sells MSC Cruises products and onboard services based on assessed guest needs.
Supports end-to-end guest servicing, including changes, special requests, ancillary services, and refunds.
Educates guests on MSC Cruises offerings, policies, and destinations to enhance confidence and loyalty.
Assists guests with online bookings and website-related inquiries.
Conducts outbound calls as directed, including follow-ups, special offers, and option expirations.
Captures and escalates guest feedback to support service and process improvements.
Supports onboarding, mentoring, and knowledge sharing as needed.
Participates in special projects and administrative tasks as assigned.