Guest Experience Coach & Team Leader

MSC Cruises; Fort Lauderdale (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

MSC Cruises in Fort Lauderdale seeks a Resolutions Coach to lead and develop a team of Resolutions Specialists, guiding issue resolution and service excellence. You will coach, monitor performance, and act as the escalation point for complex guest matters, ensuring policy adherence and a positive guest experience.

Bachelor’s degree preferred, with 3-5 years of leadership in related settings. This on-site role supports a 7-day operation, requiring flexibility for evenings, weekends, and holidays

Qualifications

• The ideal candidate is an experienced leader with strong problem-solving capabilities, excellent communication skills, and a passion for developing others.
• 3-5 years of leadership, coaching, mentoring, or equivalent demonstrated experience in a call center, guest service, hospitality, travel, or related environment.
• Thorough knowledge of MSC Cruises policies, procedures, systems, and guest service standards.
• Strong conflict resolution, decision-making, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to analyze performance data and translate insights into actionable coaching plans.
• Bachelor's degree preferred or an equivalent combination of education and relevant experience.

Responsibilities

• Lead, coach, and develop a team of Resolutions Specialists to achieve department goals and performance expectations.
• Conduct regular coaching sessions, feedback conversations, and performance discussions to support employee growth and development.
• Monitor team productivity, quality, resolution effectiveness, and service levels to ensure a consistent guest experience.
• Serve as the primary escalation point for complex guest, travel advisor, and operational issues requiring leadership intervention.
• Partner with Contact Center leadership to identify trends, barriers, and opportunities impacting guest satisfaction and resolution effectiveness.
• Review escalated cases and provide direction to ensure appropriate resolution, documentation, and follow-up.
• Support onboarding and training of new team members while reinforcing policies, procedures, systems, and best practices.
• Utilize reporting and case insights to identify coaching opportunities and improve team performance.
• Ensure team adherence to established service standards, compliance requirements, and operational procedures.
• Collaborate with cross-functional departments to address recurring guest issues and improve end-to-end processes.
• Recognize and reward strong performance while addressing performance concerns in a timely and constructive manner.
• Foster a positive, inclusive, and guest-centric team culture.
• Support workforce and staffing requirements, including schedule adherence and operational coverage needs.
• Recommend process improvements and operational enhancements to improve efficiency and guest satisfaction.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Mentoring

Communication

Problem-solving

Analytical thinking

Education

Bachelor's degree or equivalent experience

Job description

MSC Cruises in Fort Lauderdale seeks a Resolutions Coach to lead and develop a team of Resolutions Specialists, guiding issue resolution and service excellence. You will coach, monitor performance, and act as the escalation point for complex guest matters, ensuring policy adherence and a positive guest experience.

Bachelor’s degree preferred, with 3-5 years of leadership in related settings. This on-site role supports a 7-day operation, requiring flexibility for evenings, weekends, and holidays