Description

Venues - Guest Services / Guest Relations

Accommodation - Shared

Contract duration - 7 months

Main Function

The Guest Experience Ambassador (GEA) is responsible for providing personalized customer service and translation assistance to minority groups of international guests, ensuring they feel welcomed, understood, and supported throughout their journey. The role aims to guarantee that specific cultural groups of guests enjoy a seamless and memorable cruise experience.

Qualifications

Fluent in oral and written English (working & safety language of the Company).

Ability to speak, read, and write in at least two other major languages (Italian, German, Spanish, Portuguese, French, Russian, Chinese, Japanese, etc.) is essential.

At least one year of experience in customer service within the cruise or hotel industry. Experience in managing large groups of guests is preferred.

High school graduate or minimum one year of shipboard experience in a front-of-house position.

Strong passion for customer service and guest satisfaction.

Proficient in MS Office; knowledge of Fidelio/Otalio systems is an advantage.

Full understanding and adherence to the company’s brand culture: “Wherever we are, our Guests and MSC people feel that their happiness, satisfaction and safety are our priority.”

MAIN RESPONSIBILITIES

Welcome guests with a smile and appropriate greetings, proactively offering assistance and anticipating their needs.

Be knowledgeable about ship venues and facilities, cabin configurations, daily activities and events, venue offerings and opening hours, port of call highlights and requirements.

Serve as a liaison for international guests, providing information and assistance in their native language, advocating for specific needs.

Coordinate and host activities and events tailored to cultural groups, such as language meet-ups, cultural showcases, and themed gatherings.

Ensure all guest complaints and requests are addressed promptly, providing resolutions or escalating to Guest Services Management Team as needed.

Translate and deliver written or verbal informational and promotional material.

Support guests during safety drills, medical emergencies, or special events where clear communication is crucial.

Assist the Guest Service Team with other tasks as required.