Accessibility Manager

JOB NUMBER: JB04288

VACANCY NUMBER: ADV05279

SHARE: https://www.careers.msccruises.com/vacancy/ADV05279/accessibility-manager-geneva

ORGANIZATION: MSC Cruises S.A.

BUSINESS AREA: Office

LINE MANAGER: Corporate Guest Service Director

The Accessibility Manager works closely with the Special Needs Manager to lead the development and enhancement of accessibility services across the fleet. This role involves guiding project development, ensuring compliance with accessibility standards, and coordinating with MSC stakeholders to deliver services that meet the needs of guests with disabilities. A deep understanding of local and international laws, as well as knowledge of ship construction and layout, is essential to facilitate accessibility. Additionally, as part of the Corporate Guest Service Team, the Accessibility Manager supports general Guest Service projects to enhance overall guest satisfaction, requiring strong expertise in onboard Guest Service operations.

•Accessibility Compliance: Stay informed on local and international laws and regulations regarding accessibility for individuals with disabilities across all regions where the MSC fleet operates. Ensure that each ship complies with all relevant regulations and standards, including accessibility features in public areas, cabins, restrooms, and entertainment venues.

•Stakeholder Liaison: Act as the primary liaison between various departments (e.g., Medical, Safety, Inventory, Legal, Sales, Operations) to align accessibility needs with business objectives and ensure cohesive service delivery.

•Guest Feedback and Improvement: Collect and analyze feedback from guests with disabilities to identify opportunities for improvement in accessibility and guest services. Collaborate with relevant departments to implement enhancements and continuously improve the cruise experience for all guests.

•Planning and Design Input: Work closely with the New Building team to provide insights on the design of new ships, incorporating the latest accessibility technologies and standards used in the hospitality industry.

•Legal Compliance: Ensure that all accessibility requests and services comply with international legislation, including the "Americans with Disabilities Act" and other relevant laws.

•Customer Satisfaction: Support the Guest Service Department in various projects aimed at increasing guest satisfaction and Net Promoter Score (NPS).

•Bachelor’s degree in Hospitality Management, Diversity & Inclusion, Special Education, or a related field preferred.

•Previous experience working with individuals with disabilities in a hospitality or cruise ship environment.

•Strong knowledge of local and international laws and regulations related to accessibility.

•Familiarity with ship construction and layout, including accessibility features and accommodations.

•Significant experience as a Guest Service Manager onboard cruise ships, preferably in the American market.

•High-level proficiency in Microsoft Office, Outlook, and cloud-based databases.

•Excellent communication and customer service skills.

•Proactive, able to multitask, and adaptable.

•EU Passport or right to work in Switzerland

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