MSC Cruises says fine service is all about listening. That’s why they’ve added two new pairs of ears to its service teams. All guests on MSC Cruises fleet are now offered the support of a dedicated guest relations manager with a very special role, while guests on ships in the “Fantasia” class also receive their own concierge.
The company’s customer support team noted that traditional service structures only become aware of certain disappointments after the fact, often when a cruise is over. For example, in reviewing guest comment cards received at the end of each cruise, they discovered that a guest traveling on their own would have liked to dine seated with other singles who spoke the same language or that arrangements had not been made for a guest’s special vegetarian menu. This led them to create the new position of guest relations manager to ensure similar problems could be attended to promptly, even when they have nothing to do with MSC Cruises.
The guest relations managers – who speak several languages fluently – are available throughout every cruise, providing a single point of contact and the reassurance of being empowered to handle any issue immediately.
What’s more, MSC Cruises has also enhanced the personal service on the new MSC Fantasia, which will be mirrored on its sister ship MSC Splendida, to be launched in July 2009.
Guests on these ships, the largest to be commissioned by a European ship owner, will now benefit from the services of their own concierge, who will have all the skills and contacts to cater for even the most exotic requests, from private visits and exclusive bookings on shore to special events at sea.
The new concierges and guest relations managers take MSC Cruises’ service into a class all its own, so all guests can enjoy the cruise of their dreams.
For more information, visit www.MSCCruisesUSA.com.
