Manager, Groups Reservations

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