Job description

The Director, Groups Reservations is responsible for building, leading and motivating customer-focused teams that deliver results against all established KPI’s for the US Market by translating vision and strategic plans into clear and specific actionable goals with defined and measurable outcomes.

Fluent English and additional language(s) a plus

Bachelor's degree in applicable field or related work experience

5+ years of experience leading a groups related team in the cruise industry preferred

5+ years in a leadership role working with senior executives

Exposure to Revenue Management and Inventory practices in travel and hospitality

Demonstrated ability to work well in a team environment with strong collaboration and coaching skills

Proven ability to communicate and drive execution, working seamlessly with other business groups

Well organized and flexible with a high degree of accountability, and is able to plan, prioritize and organize in a fast-pace, rapidly changing environment

Strong analytical & reporting skills

Ability to remain focused in adverse situations, while maintaining strong organizational skills

Ability to defuse escalated situations both with external customers and internal Team Members.

Must be able to communicate professionally and effectively at all levels (verbal and written) with both internal and external customers as well as with global MSC organization

Ability to think critically and apply a commercial lens to key decisions around process and Policies. Ability to execute on approved budgets and achieve financial outcomes

Develops insights on groups production to craft compelling promotions and financial practices to drive the highest profitability possible

Managers all Groups Reservations channels (inbound\/outbound calls & E-mail correspondence) to result in achievement of KPI’s;

Displays leadership and deliver the Brand Strategy, customer promise and customer philosophy in all interactions across Groups Reservations;

Creates and delivers operational metrics, performance indicators and customer satisfaction levels;

Provides leadership to Groups Reservations Managers and Supervisors to ensure their teams are aligned and executing in accordance with policies, procedures and KPI’s;

Analyzes, reporting and development of actionable recommendations to achieve desired behaviors and outcomes;

Drives and supports a customer-focused culture for both internal and external customers, identify pain points and raise awareness of opportunities for improvement;

Partners with sales leaders and senior management to develop short and long-term strategies and assumes responsibility for the implementation of these strategies;

Manage processes, relationships, and resources to enhance organizational capability and results;

Aligns global Contact Center strategy and sales goals to the local market and organizationVISA REQUIREMENTS (if any)

US passport and Green Card required, MSC is an everify employer Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

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