MSC Casino Cruise Concierge

MSC Cruises; Fort Lauderdale (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

MSC Cruises USA is hiring for the MSC Cruise Concierge role. This position is a multi-channel salesperson responsible for selling MSC Cruises products and servicing customers via telephone, email, social media, and chat, in line with MSC Service Standards.

You will handle guest inquiries, upsell casino vacation packages, verify eligibility, generate personalized offers, and ensure reservations are accurate.

Qualifications

• Minimum one year of Sales experience; two years preferred.
• Fluent English, oral and written; additional languages a plus.
• Bachelor’s degree in Marketing or Business Administration preferred; high school diploma required.

Responsibilities

• Sell MSC Cruise packages to direct customers using product knowledge.
• Respond promptly to guest correspondence via multiple channels.
• Proactively reach out to guests; sell consultatively and make recommendations.
• Verify guest eligibility for offers using internal tools.
• Generate personalized offers for new acquisition guests.
• Maintain contact with clients to ensure satisfaction.
• Meet assigned KPIs.
• Assist in moving soft sailings and last-minute inventory.
• Process payments and maintain compliance with procedures.
• Review and ensure accuracy of reservations.
• Collaborate with internal departments to resolve guest concerns.
• Maintain records of guest interactions and resolutions.
• Adhere to schedule, objectives, and goals.
• Other duties as assigned.

Skills

Sales experience

Fluent English

Communication skills

Customer service

Education

High School Diploma

Bachelor’s degree in Marketing

Bachelor’s degree in Business Administration

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Your Purpose

MSC Cruises, the world’s third largest and fastest growing cruise line brand is hiring for the MSC Cruise Concierge 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.

Your Impact

• 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.

Your Journey so far

• Fluent English, oral and written. (Any additional language is considered an advantage).
• High School Diploma or equivalent; Bachelor’s degree in Marketing; Business Administration or related field preferred.
• Minimum one year of Sales experience; two years sales experience preferred. Cruise sales a plus.
• 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.
• Knowledge of casino operations or cruise industry processes is highly desirable.

Your Essentials

• US Passport or US Permanent Residents
• MSC Cruises USA is an e-verify employer

Our commitment

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.