Group Advocate

About the Role

The Group Advocate is responsible for delivering exceptional support to travel advisors throughout the group booking lifecycle, from initial inquiry through departure. This role provides expert guidance on MSC Cruises’ group policies, promotions, pricing, inventory, timelines, and booking requirements while ensuring accurate group setup, documentation, and service execution.

The ideal candidate conducts effective discovery conversations, qualifies group opportunities, prepares proposals and contracts, supports booking-related inquiries, and promotes MSC Cruises’ products and services to enhance the guest experience and maximize revenue opportunities. This individual builds strong travel advisor relationships through proactive, solution-oriented service, attention to detail, and a commitment to delivering a positive guest experience.

Responsibilities

• 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

Requirements

• 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
• 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

Schedule

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.