Brand Performance Manager

vor 4 Wochen

Genf, Schweiz MSC Cruises Vollzeit

With a genuine passion for service and an outgoing personality, the Brand Performance Manager – Yacht Club, constantly aims to exceed hospitality industry standards while ensuring complete guest and team satisfaction fleet wide. The position will focus on ensuring operational goals are met and consistent training, leadership, development, and recognition of overall team performance are sustained. This position travels extensively to the ships in support of the MSC Yacht Club department, whether scheduled or unscheduled, to assess processes and procedures follow company brand standards.


The Yacht Club is an exclusive and premium experience offered on-board. A ship within a ship with an average of 80 beautifully appointed suites, 24-hour butler service, a dedicated concierge and priority embarkation.


Responsibilities:
  • Responsible for motivating, coaching, training, evaluating, and tracking development of the Yacht Club Directors while ensuring they have structured training programs for all MSC Yacht Club positions;
  • Develop and implement processes, procedures, guidelines, and checklists for review including sharing of best practices fleet wide;
  • Empower the Yacht Club Directors to hold all other Department Heads accountable as it relates to MSC Yacht Club guest experience and satisfaction;
  • Effectively measure the fleet wide MSC Yacht Club performance against guest and employee satisfaction, financial and safety Key Performance Indicators. Hold the shipboard MSC Yacht Club teams accountable for their results and support initiatives to address opportunities;
  • Conduct regular shipboard audits on service standards, equipment and area maintenance and overall guest experience. Provide a comprehensive action plan and follow-up thorough completion;
  • Under the leadership of shore-side management, lead all MSC Yacht Club related projects and initiatives. Create and revise presentations, checklists and project plans while providing updates to shoreside and shipboard leadership. This may include drydock, newbuild, operational and technology-based projects.

Minimum Requirements:
  • Minimum 5 years operations experience as a director or senior manager in an upscale hotel, resort, cruise line, or hospitality related field;
  • Shipboard experience is a must;
  • Bachelor’s degree in hospitality management, business administration or related field from an accredited college or university or the international equivalent preferred;
  • Advanced computer software skills required including Microsoft Office tools;
  • English fluent, written and spoken. Ability to speak additional languages such as Italian, Spanish, French or German is an advantage;
  • Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction evaluation techniques;
  • Superior customer service, team building, and conflict resolution skills;
  • Effective management skills in a multicultural and dynamic environment;
  • Strong communication, problem solving, decision making, and interpersonal skills;
  • Strong planning, coaching, organizing, staffing, controlling, and evaluating skills;
  • Ability to build amicable relationships interdepartmentally.

VISA REQUIREMENTS:
  • Valid Passport
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