Future Cruise Consultant

SUMMARY:
JOB PURPOSE

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.

The FCC plays an instrumental role in servicing the program needs of our most guests whilst continuously striving to exceed hospitality industry standards and ensuring Total Guest Satisfaction.

POSITION INFO:
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 department, supporting and encouraging initiatives to increase revenue generating opportunities by using cross-selling strategies.
• Run daily check to ensure all promos have been added to the bookings made and there are no mistakes or miscommunication with guests.
• Provides reports (tracking activity) to the Corporate Team and Cruise Sales Manager / Onboard Revenue Director / Hotel Director of his/her ship
• Maintains inventory of brochures and other collateral material that promotes our brand destinations.
• Socializes with members at the MSC Voyagers Club Events.
• Assess challenging situations and make appropriate decisions on when and how to resolve them, continually striving to improve passenger satisfaction scores.
• Coordinates with Cruise Sales Manager / Onboard Revenue Director / Hotel Director to ensure other departments and their employees are trained and up to date on the program.
• Participates in frequent strategic planning sessions with Cruise Sales Manager & 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.
• Liaises collaboratively with shore team to share information and understand key organization deliverables, ensuring these are met and maintained. Keeps up to date on new loyalty and future cruise initiatives and attends meetings with shore side representatives, as and when required. In addition, attends potential passenger ship visits and liaise with travel agents at onboard events.
• Gathers news, information and feedback for the Future Cruise Program and provide detailed end of cruise reports, summarizing any issues to shore side and highlighting recommendations for future improvements, ensuring all information is accurate and correct before submitting. Complete administration duties related to the role as part of the daily work schedule.

• Previous sales experience with proven track record of positive sales performance preferred.
• Previous experience within the cruise ship industry preferred
• Excellent public speaking skills with a strong emphasis on an effective sales pitch.
• Clear speaking voice with the ability to use appropriate business and travel industry language.
• 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;
• Working knowledge of computers, internet access, and software packages such as Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Publisher.
• Fluent English, oral and written and at least 2 additional European languages (Italian, Portuguese, German, Spanish and French);
• Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
• Completion of high school or basic education equivalency is mandatory
• University or college degree is preferred.
• Previous experience on a Cruise ship is an advantage.
• Knowledge of Fidelio & Otalio Cruise System is an advantage

• Passport
• Police Clearance