Manager, Groups Reservations

Where passion meets opportunity

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

Your Purpose

MSC Cruises, the world’s third largest cruise line brand is expanding its Contact Center team in the USA.  Reporting to the Director, Groups, the Manager, Groups Reservations, is responsible for the day-to-day operational performance of the Group Experience, Pricing and Inventory, and Event Planning teams, ensuring accuracy, consistency, and high-quality service delivery aligned with commercial objectives. This role partners closely with internal stakeholders to support group sales, policy execution, and a seamless experience for trade partners and guests, while driving team performance against defined KPIs.

This is a remote role with a preference for the candidate to be based in Miami.

Your Impact

• Support the execution of group policies, procedures, and promotions in partnership with Trade Sales and cross-functional teams to ensure alignment with commercial goals.
• Apply sound operational and financial judgment to daily decisions, supporting accuracy, productivity, and adherence to approved budgets and targets.
• Oversee daily performance across the Group Experience, Pricing and Inventory, and Event Planning teams, ensuring service quality, productivity, and KPI achievement.
• Lead, coach, and develop supervisors and agents within a fast-paced, primarily offline service environment, reinforcing accountability, performance standards, and attention to detail.
• Drive the transformation and continuous improvement of internal operations, leveraging technology to redesign and streamline processes, strengthen compliance, improve efficiency, and enable data-driven decision-making.
• Proactively identify and recommend B2B platform and process enhancements based on operational data, team and customer feedback, recurring pain points, and evolving business needs.
• Partner with Revenue Management, Marketing, and Operations teams to support group initiatives, promotions, and inventory practices.
• Demonstrate a strong understanding of pricing fluctuations and revenue levers, including demand trends, inventory availability, and margin impact on group bookings.
• Ensure consistent application of policies, data accuracy, and process compliance through regular monitoring, reporting, and follow-up.
• Address escalated guest and trade partner issues, resolving concerns professionally while protecting the MSC brand and commercial interests.
• Build and maintain strong working relationships with shipboard and shoreside teams to support a cohesive approach to group service and execution.

Your Journey so far

• Remote role preferably based in Miami, Florida
• Fluent in English; additional language(s) a plus
• Bachelor’s degree in a related field or equivalent professional experience
• 2+ years of experience leading a B2B Group Reservations or Events function within a cruise industry contact center environment, with responsibility for frontline teams managing a range of requests, from routine inquiries to complex group/ event requirements.
• 2+ years of people leadership experience, including direct oversight of offline contact center or back-office customer service teams.
• Strong background in operational improvement and process optimization, with experience using technology and data to improve efficiency, accuracy, compliance, and overall service delivery.
• Ability to translate operational insights into actionable enhancement recommendations, drawing on performance data, customer and employee feedback, recurring challenges, and business needs.
• Working knowledge of Revenue Management, inventory controls, or pricing practices within travel or hospitality
• Strong collaboration and coaching skills, with the ability to influence across teams
• Proven ability to communicate clearly and drive execution in a cross-functional environment
• Highly organized, flexible, and accountable, with the ability to manage competing priorities in a fast-paced environment
• Strong analytical, reporting, and problem-solving skills
• Ability to remain composed in high-pressure or escalated situations
• Demonstrated ability to communicate professionally and effectively at all levels, both verbally and in writing, with internal and external stakeholders, including global partners

Your Essentials

• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

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.