Group Reservations & Events Manager (Remote)

MSC Cruises; Fort Lauderdale (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

MSC Cruises USA is expanding its US Contact Center and hiring a Manager for Groups Reservations to lead the Group Experience, Pricing and Inventory, and Event Planning teams. The role drives KPI performance, policy adherence, and data-driven decision-making to deliver high-quality group services.

The position is remote with a preference for Miami-based candidates, requiring 2+ years of leadership in group reservations/events and strong analytical skills to optimize processes and outcomes.

Qualifications

• Bachelor’s degree in a related field or equivalent professional experience.
• 2+ years of experience leading a B2B Group Reservations or Events function within a cruise industry contact center environment, with frontline teams.
• 2+ years of people leadership experience, overseeing offline contact center or back-office teams.
• Strong analytical, reporting, and problem-solving skills.

Responsibilities

• Oversee day-to-day operations of the Group Experience, Pricing and Inventory, and Event Planning teams to ensure accuracy, consistency, and KPI achievement.
• Lead, coach, and develop supervisors and agents in a fast-paced, primarily offline service environment.
• Drive transformation and continuous improvement of internal operations through technology-enabled process redesign.
• Identify and recommend platform and process enhancements based on data and stakeholder feedback.
• Partner with Revenue Management, Marketing, and Ops to support group initiatives, promotions, and inventory practices.
• Ensure data accuracy and policy compliance across group bookings and related processes.

Skills

Leadership

People management

Cross-functional collaboration

Data analytics

Process optimization

Communication

Education

Bachelor's degree in related field

Job description

MSC Cruises USA is expanding its US Contact Center and hiring a Manager for Groups Reservations to lead the Group Experience, Pricing and Inventory, and Event Planning teams. The role drives KPI performance, policy adherence, and data-driven decision-making to deliver high-quality group services.

The position is remote with a preference for Miami-based candidates, requiring 2+ years of leadership in group reservations/events and strong analytical skills to optimize processes and outcomes.