Group Advocate (17534)

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Your Impact

• Qualify and manage new group inquiries through consultative discovery conversations with travel advisors to understand group needs, inventory, events, dining, amenities, and overall objectives
• Prepare and present pricing quotes, proposals, contracts, and related documentation accurately and timely; explain promotions, benefits, policies, and timelines to drive group conversion and secure inventory
• Deliver exceptional service through inbound and outbound interactions, resolving inquiries, addressing concerns, and building strong advisor relationships
• Identify opportunities to enhance the guest experience and generate revenue through the promotion of ancillary products and onboard services
• Maintain accurate booking records, group notes, special requests, and communications across all systems to support seamless execution and operational readiness
• Manage call activity, administrative work, and follow-up tasks efficiently while meeting productivity, quality, and service level expectations
• Collaborate with internal teams, participate in training and process improvement initiatives, and maintain a positive, solutions-focused approach in all customer interactions
• Perform other duties as assigned

Your Journey so far

• Demonstrated history of reliable attendance, strong performance, and professional conduct

• Proven ability to work collaboratively in a team environment and contribute positively to organizational goals and initiatives

• Experience learning, interpreting, and applying company policies, procedures, and systems

• Excellent written and verbal communication skills

• Strong problem-solving abilities with the capacity to troubleshoot complex issues and make sound decisions independently

• Ability to effectively manage multiple priorities in a fast-paced, high-volume environment

• Proven track record of meeting or exceeding performance goals, quality standards, and customer service expectations

• Strong attention to detail and commitment to delivering an exceptional customer experience

• Ability to adapt to changing business needs and work effectively in a dynamic environment

• This position supports a 7-day-a-week operation. Scheduled hours may include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business needs. Candidates must be able to remain available and engaged through the end of their scheduled shift, including periods of high call volume.

Your Essentials

• 2+ years’ contact center, customer service, hospitality, travel, or sales experience
• Experience using customer relationship management (CRM) systems and multiple software applications simultaneously
• Proven ability to achieve key performance metrics in a customer-focused environment

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

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.