Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Marie Josina Rebecca Terasawmy

Guest Service Agent Senior
Grand Baie, Mauritius,Riviere Du Rempart

Summary

Dedicated and multilingual Guest Service professional with over 10 years of experience in high-pressure, multicultural hospitality environments with MSC Cruises. Proven expertise in handling elite clientele within the prestigious MSC Yacht Club and managing front desk operations. Strong interpersonal, training, and communication skills, with a keen interest in people development, onboarding, and talent growth. Now seeking to transition internally into the HR Department more specifically the Learning & Development sector, bringing onboard experience, empathy, and frontline insights into employee training and engagement.

Overview

15
15
years of professional experience
3
3
Languages

Work History

Senior Guest Service Agent

MSC Crociere
Geneva, Switzerland
02.2014 - Current
  • Delivered seamless guest service experiences at the front desk for thousands of passengers each cruise.
  • Managed complaints, special requests, and critical situations with discretion and professionalism.
  • Trained and mentored junior Guest Service Agents, contributing to team cohesion and excellence.
  • Collaborated cross-departmentally to resolve logistical issues, ensuring smooth operations and guest satisfaction.
  • Managed Guests account, settlement of Guests onboard account

Yacht Club Concierge (Elite Division of MSC Cruises)

  • Served high-profile and VIP guests with personalized services in the exclusive Yacht Club area.
  • Coordinated guest experiences including priority boarding, butler services, and shore excursions.
  • Worked closely with senior officers and hotel management to maintain elevated guest experience standards.

Technical Analyst

Orange Business Services
Ebene, Mauritius
10.2010 - 02.2014
  • Received and diagnosed business client technical issues via inbound calls.
  • Filtered and routed incidents to the appropriate technical teams for rapid resolution.
  • Maintained CRM logs and ensured professional customer interactions for B2B clients.

Education

High School Diploma -

The Loretto Convent of Port Louis
Port Louis, Mauritius
05.2001 -

Skills

  • Complaint handling,

  • Guest relations management,

  • Exceptional communication,

  • Reservation management,

  • Customer Service Excellence,

  • Team Leadership & Mentoring,

  • Conflict Resolution & Empathy,

  • Effective Communication (Multilingual),

  • High-End Client Interaction (Luxury Standards),

  • Cross-Cultural Sensitivity,

  • Microsoft Office,

  • Otalio, Shipboard Systems

Interests

  • Music
  • Animal Care
  • Volunteer Work
  • Fashion
  • Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms
  • Enjoy experimenting with different ingredients and flavors in the kitchen

Timeline

Senior Guest Service Agent

MSC Crociere
02.2014 - Current

Technical Analyst

Orange Business Services
10.2010 - 02.2014

High School Diploma -

The Loretto Convent of Port Louis
05.2001 -

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Marie Josina Rebecca TerasawmyGuest Service Agent Senior
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