JOB NUMBER: JB03732
VACANCY NUMBER: ADV04438
ORGANIZATION: MSC Cruises INC.
BUSINESS AREA: Office
LINE MANAGER: SVP Terminal Development
The Manager (Product Manager) of Guest Ground Services will be responsible for organizing, supervising, and managing the regional Ground Services (transfer, hotels, airport assistance, parking, ancillaries) delivered by MSC Cruises to all local and international Guests. The role involves developing and implementing strategies, products, and services that enhance the guest experience, improve efficiency, and ensure compliance with all relevant regulations and standards, covering all the pre boarding and disembarking Ground services, focusing to the new innovative process of the guest experience. A strong coordination with MSC corporate functions will lead the Product Manager to develop and to improve all services in compliance with the global Ground & Terminal Operations MSC strategy.
This role will play a critical role in ensuring that the guest experience is seamless and enjoyable from start to finish. This is a challenging and rewarding position that requires a high level of operational and strategic expertise, as well as excellent interpersonal and communication skills. Must be local to Miami / S Florida and have extensive cruise experience .
Develop and manage a comprehensive Ground services strategy that aligns with the company's overall goals and objectives.
Work closely with cross-functional teams, including Product Development, Guest Services, Port Operations, Shore Excursions, Marketing and Sales, to ensure seamless guest experiences at all touchpoints.
Collaborate with external partners, including port & terminal agents, ground providers, and vendors, to ensure smooth services and positive guest experiences.
Develop and maintain relationships with key stakeholders, to ensure compliance with all relevant regulations and standards.
Manage and optimize ground transportation services, including parking, to ensure efficient and cost-effective services.
Develop and implement new products and services, to enhance the guest experience and generate additional revenue.
Analyze guest feedback and operational data to identify opportunities for improvement and implement changes as necessary.
Ensure that all Ground services are carried out in accordance with Company policies and procedures, including health and safety protocols.
Monitor budgets and financial performance of Ground services.
Bachelor's degree in hospitality, tourism, or a related field.
At least 5 years of experience in Ground services management in the cruise or hospitality industry, with at least 1 year of supervisory experience.
Strong knowledge of ground transportation operations and regulations, as well as cruise terminal operations.
Demonstrated ability to lead cross-functional teams and collaborate with external partners.
Strong project management skills and ability to manage multiple projects simultaneously.
Strong analytical and problem-solving skills, with the ability to analyze data and make data-driven decisions.
Excellent communication and interpersonal skills, with the ability to communicate effectively with guests, colleagues, and external partners.
Ability to work flexible hours, including evenings, weekends, and holidays.
Fluency in English, Italian and any additional languages are a plus.
Strong knowledge and expertise of the MSC Cruises internal process and Ground & Terminal Operations software (GLAM/GRSM/SAT/DTS) dedicated to the services delivery are a plus.
US passport or green card
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