Partnership & Entertainment Development Manager - LATAM

Where passion meets opportunity

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

Your Purpose

Responsible for promoting and booking MSC Cruise vacation packages for Casino VIP Players via inbound/outbound telephone sales, online bookings with various Independent Casino Reps and web chat activities. Develop strong customer loyalty and relations by initiating calls to direct Casino consumers, recommending appropriate vacation packages and increasing direct business revenue to MSC Cruises that potentially increase on board Casino Revenue, while promoting overall superior customer service experience. Work within the Casino team for the achievement of customer satisfaction, revenue generation, and long-term sales goals in line with the company vision and values. This individual will be tasked with recruiting new premium players and Independent Reps to our brand, and for increasing visitation patterns from a population of existing VIP members. Additionally, this individual will assist broader team in identifying and managing strategic relationships and initiatives in Brazil and surrounding areas in South America.

Your Impact

• Promote and book MSC Cruise vacation packages for Casino VIP Players.
• Employ technical selling skills and product knowledge to give effective presentation of MSC products.
• Meet assigned annual VIPs sailing quota.
• Promote guest loyalty for repeat business.
• Reactive inactive database by proactively collaborating with shoreside resources to identify and contact lapsed customers
• Identify and acknowledge Casino players from the different rewards programs using files assigned for each.
• Recognize Casino player worth to identify and offer best on board experience (stateroom type, experience etc.).
• Request win/loss statements from new players and independent Casino reps players
• Review individual Casino player’s action when required
• Travel when required to attend events and functions organized by the Casino Department.
• Organize Casino Group sailings and liaise with the onboard Casino team regarding additional events as required.
• Understand and track the various Casino events planner to prepare ahead for expected increase in volume of call (Mail outs, VIP cruises, group sailings)
• Communicate and interact effectively with decision makers.
• Maximize all opportunities in the process of closing a booking.
• Continually develop a database of qualified leads through referrals, direct mail, email, and networking.
• Track and evaluate feedback on telemarketing efforts, events and guest satisfaction.
• Maintain accurate records of all clients and potential clients.
• Understand relevant industry marketing reinvestment strategies for various target demographics and maintain current knowledge of competitor customer programs.
• Meet and exceed individual and departmental KPI’s via phone, email and chat.
• Adhere to all company policies, procedures and business ethics codes.
• Other duties as assigned

Your Journey so far

• 5+ years of experience in customer-facing role in casino, hospitality, entertainment.
• Strong analytical abilities
• Networking and sales experience
• Ability to travel overnight and weekends as required
• Fluent in English, Spanish and Portuguese
• Proficiency in Microsoft Office Products

Your Essentials

• Excellent written and verbal skill; literacy and fluency in English Spanish and Portuguese. Preference given to regional language
•  Proficiency in PC operations, including Windows, Word and Excel and ability to learn MSC tools and processes
•  Detail oriented
•  Must possess organizational and time management skills
•  Ability to deal professionally with internal and external guests
•  Analytical skills
•  Ability to work independently - Must be dependable and flexible
•  Ability to apply creative solutions to unusual problems

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.