Job Description

Cruise Ambassador Mandarin Speaking for MSC Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

V.Ships Leisure is looking for Mandarin Speaking Cruise Ambassador on behalf of MSC Cruises.
As a Cruise Ambassador, you are the face of our cruise line, ensuring that each guest’s experience is memorable and exceptional. Your role is integral to creating a welcoming atmosphere, assisting passengers with information and services, and providing a high level of hospitality. You will serve as a liaison between guests and crew, helping to ensure smooth communication and fostering a sense of community aboard. Your purpose is to elevate the guest experience by embodying the warmth and professionalism that our brand represents, leaving passengers with lasting positive impressions of their time on board.

Key Responsibilities

• Maintain the highest level of guest satisfaction by answering inquiries, offering suggestions and being proactive if a problem occurs to guests, by following the MSC Fleet Standard Procedures. Socialize, welcome guests, contribute to social events and functions taking place throughout the ship.
• To be available for at least one meal per cruise with tour leaders and guests (Breakfast, lunch or dinner)
• An allowance of 20 USD dollars it is to be assigned per day to offer drinks to Guests in the company of Caissa tour leaders. Any unused part of the allowance is cancelled and is not carried over to the following cruise. The words “Hosting Guests” should be written on the bar bill so these expenses are not confused with personal consumption.
• Only nonalcoholic drinks are allowed to be consumed in the company of Guests.
• To dine with guests in the Specialty restaurant if invited by Guests. In this case the dinner will not be charged to the Cruise Ambassador but directly to F&B department
• To accompany Guests on excursions, only after authorization from Cruise Administrator and Caissa Tour Leaders.
• It is not allowed to invite tour leaders into crew areas. The only exception is the MSC crew party when it is scheduled in a Guest area. Permission needs to be given by the Hotel Director.
• It is permitted to be in a Guest area after 2 am only if they are performing Guest duties. Hospitality desk Orientation talks
• Perform the requested hours at the dedicated hospitality desk.
• Prepare and deliver a comprehensive talk for The Caissa group Leaders, at the beginning (welcome), and at the end (farewell) of each cruise.
• To have regular contact (at least twice daily) with the Caissa group leaders to plan ahead and get the latest feedback so immediate action can be taken when necessary.
• Document all the comments and complaints reported by the guests through the Fidelio Complaint Management System, in cooperation with the Guest Service Department Theatre events hosting Entertainment events Stimulate Guests Preparation On duty always early Ship Visits Announcements Embark & Debark duties Career Path Governing Status.
• Act as a Master of Ceremonies during special events and evening shows.
• Perform in all areas of the entertainment program (sports, dancing, quizzes, game shows, theme evenings, etc.), and support colleagues in their respective activities.
• Encourage guests to take part in the activities.
• Prepare all material required for scheduled activities and return all said material to specified storage areas after any such performance or activity.
• Send out invitations for special events and parties to guests’ staterooms and personally follow up with guests.
• Be present at the point of performance at least 15 minutes before the activity begins.
• Perform ship visits
• Perform as broadcaster, making public address announcements.
• Be present during embarkation and disembarkation of Guests, offering welcome on board, and good wishes at the end of a cruise.
• According to performance skills assessment and if all relevant skills are acquired, the Cruise Ambassador will be given the possibility to pursue a career path towards eventually becoming an Head Cruise Ambassador or a Master of Ceremonies

Education/Experience/Qualifications:

• Proven experience in a similar ambassador or customer service role, ideally within the cruise line industry.
• Fluency in English (both oral and written). Fluency in at least two additional European languages is highly desirable.
• Strong interpersonal and communication skills, with the ability to connect with people from diverse backgrounds.
• A friendly and approachable demeanor, always willing to go the extra mile for guests.
• Ability to work well as part of a team and adapt to changing environments.
• Flexibility in working hours, with a commitment to always fulfilling the needs of guests.
• A positive attitude, high energy, and a passion for delivering excellent service.