Future Cruise Consultant for MSC Cruises with Mandarin and Japanese language in London

Overall responsible for generating and securing future cruise sales and the onboard management of the loyalty club. The FCC is a high energy, multi-tasking individual who possesses a positive, "can do" attitude, good business sense and must be able to perform well in highly pressurized environments. As the onboard ambassador for the MSC Voyagers Club loyalty program, the FCC plays an instrumental role in servicing the program needs of our most loyal guests whilst continuously striving to exceed hospitality industry standards and ensuring Total Guest Satisfaction.

Key Responsibilities

• Actively works from an entrepreneurial perspective and displays a business ownership mentality when developing plans and implementing ideas to increase revenue and achieve financial targets.
• Actively seeks out potential future Guests in order to determine which itinerary, vessel, stateroom, experience, category, travel dates, and financial consideration are required for their booking.
• Promotes and sells future cruises to achieve weekly and monthly revenue targets (sales objectives) by initiating conversations, acting on leads and/or prospects.
• Manages all new bookings, coordinating all actions with the Future Cruise department and the local country contact center. Prints Guest confirmation and collects deposit payments.
• Works collaboratively with other ship’s departments, supporting and encouraging initiatives to increase revenue generating opportunities by using cross-selling strategies.
• Promotes and collects the subscriptions to the MSC Voyagers Club loyalty program.
• Provides reports (tracking activity) to the Corporate Team and Onboard Revenue Director / Hotel Director of his/her ship.
• Services the MSC Voyagers Club program throughout the cruise. Serves as the vessel’s key contact person for member’s inquiries. Updates membership enrollment and amendments in the computer system. Updates and maintains the Future Cruise and Voyagers Club section of the Daily Program. Keeps reception area well maintained and inviting to the members and guests.
• Maintains inventory of brochures and other collateral material that promotes our brand destinations.
• Maintains inventory of MSC Voyagers Club complimentary gifts.
• Serves as host at parties and socialises with members at the MSC Voyagers Club Events.
• Assesses challenging situations and makes appropriate decisions on when and how to resolve them, continually striving to improve passenger satisfaction scores.
• Reviews the MSC Voyagers Club report prior to each voyage to determine the number of members sailing and distributes information to various department personnel such as, but not limited to, Chief Housekeeper, Concierge, Guest Relations Desk, etc.
• Coordinates with Hotel Director/Onboard Revenue Director to ensure other departments and their employees are trained and up to date on the program.
• Participates in frequent strategic planning sessions with Manager Onboard Sales to develop a plan for promoting specific cruise advertisements in various media and retail outlets that may be available throughout the vessel.
• Participates in planning and training sessions with the Onboard Customer Activation Manager, as required.

Skills, Knowledge and Expertise

• Previous sales experience with proven track record of positive sales performance preferred.
• Previous experience within the leisure / cruise industry preferred.
• One to two years’ experience in reservations systems knowledge and a customer service related position with knowledge of customer service techniques.
• One to two years’ experience in a sales driven role with customer care aspects.
• A Chinese candidate with strong Japanese language skills, or a Japanese candidate with strong Chinese language skills.