Brand Performance Manager

vor 1 Monat

Genf GE, 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-hourbutler service, a dedicated concierge and priority embarkation.
- 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.
- Responsible for motivating, coaching, training, evaluating, and tracking development of the Yacht Club Directors while ensure 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. Holds the shipboard MSC Yacht Club teams accountable for their results and supports initiatives to address opportunities;
- Conduct regular shipboard audits on service standards, equipment and area maintenance and overall guest experience. Provides a comprehensive action plan and follows-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.

VISA REQUIREMENTS (if any)
- Valid Passport

Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

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