Senior Advisor - Customer Experience Service

Representative, Club Royale, Club Royal Manila

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The essential function of a Representative, Club Royale is to provide the highest possible level of service to our database of high value casino guests and to understand these high value guests’ needs in order to increase their number of annual visits to our ships.

Will service Travel Partners, Direct Guests, and Direct Group reservations to provide access to all client service areas within the Royal Caribbean International and Azamara Club Cruises organization in a one-stop platform. To be effective they must be organized, detail oriented, committed to outstanding customer service and able to quickly calculate and make decisions based on financial data.

Essential Duties and Responsibilities:

· Will service Travel Partners and Direct Guests who are members of Club Royale or sourced through shore side partnerships and provide access to all client service areas within the Royal Caribbean International and Azamara Club Cruises organization in a one-stop platform

· Handles inbound and outbound calls, emails, faxes and mail from travel partners, Royal Reps and Direct Guests

· Handles all aspects of direct group reservations, including allocating cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments

· Answers general and specific questions regarding groups, product offerings, and policies

· Sells cruise vacation packages for Royal Caribbean International by verifying the products and promotions that could be aligned with customer interest as well as the availability in the database/system based on the required dates

· Reviews daily and monthly productivity goals to ensure adherence to schedule and department objectives

· Investigates travel agent/guest complaints on bookings, produce, service, billing, air, credit, or pre/post vacation experiences. Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales, etc, to obtain facts regarding travel agent/direct guests’ complaint

· Representative will serve as liaison between these products and Sales, Revenue Management, Guest Port Services (GPS) and other areas as necessary

· Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management

· Ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention

· Responsible for reconciliation of all financial transactions for group and individual business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing

· Makes decisions regarding the offering of special faring and approves/denies exceptions to company guidelines, upgrades or other inducements to ensure continued guest satisfaction

· Responsible for achieving pre-determined revenue targets

· Responsible for reconciliation of all financial transactions for group business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing

Qualifications, Knowledge, and Skills:

· Minimum 4 years college degree preferred

· Minimum of 6 months Royal Caribbean call center experience required

· Previous sales experience preferred

· Previous shoreside or ship-based Casino experience preferred

· Previous external-facing (phone or front of house) experience with high-value guests preferred

· Use of sound judgment is essential

· Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customer needs

· Must be able to use clear and precise communication with the guests about all details of their vacation

· Ensure accurate and complete information is provided throughout the booking process

· Takes ownership of a situation and walks it through completion

· Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals

· Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

· Ability to work, interact, and communicate with external/internal customers at all levels

· Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communication government regulations

· Maintains a level of professionalism which is consistent with Royal Caribbean standards

· Displays the highest degree of personal integrity; takes responsibility for personal growth

· Knowledge of AS400 or similar reservations system required. Microsoft Word, Microsoft Excel, Microsoft Access and Lotus Notes experience preferred

· While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus