adv isor, world class svc ecRoyal Caribbean Cruises
Salary: Agreement
Work form: Full time
Posting Date: 09/01/2026
Deadline: 31/10/2022
Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group 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 World Class Service Advisor assists the entire One Touch Hospitality (OTH) organization. This position has multiple tasks including taking ownership of all escalated issues from guests and ship-board personnel working to resolve situations, offering agent assistance and recommending appropriate compensation for various concerns. This position specializes in guest satisfaction, problem resolution, One Touch Engagement Specialist assistance and identifying overall OTH efficiencies as well as areas for improvement. The World Class Service Advisor research issues fully with various departments to determine how best to resolve guest concerns and also communicates all relevant information effectively to our OTH Team, so as to achieve maximum customer satisfaction. With the objective being to deliver personalized, knowledgeable and genuine world-class service in alignment with the brand vision, even in the midst of challenges.
Essential Duties and Responsibilities:
Guide One Touch team members to appropriate compensation and resolution options based on department standards, and assists them in making exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with best interest of both the company and the customer. Also owns all escalated matters regardless of topic. Must also possess the knowledge and ability to back-up other areas of the One Touch department, as needed (refer to One Touch Engagement Specialist job description)
Receives and responds to any customer service inquiries sent via mail, e-mail, fax, and all social media platforms pre, during and post-cruise. Makes every effort to resolve inquiries by providing detailed, compassionate, personalized and intuitive responses that promote the One Touch philosophy by phone call. When unable to respond via phone, customized email or letter responses are crafted to address customer concerns
Possesses a full understanding of established industry and company protocols and procedures while complying with departmental standards and adhering to established metrics. Attends site and company-wide meetings as needed to collect and share knowledge of new programs and processes. Will be assigned and/or asked to lead special projects and employee committees at the discretion of management
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.)
Understands and is able to discern guest value to the brand by researching all aspects of the customer experience. Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction this pertains to negotiating refunds, special faring and the issuance of Future Cruise Certificates, Letters of Credit, Onboard Credits, and amenities
Analyzes guest financial information and brand value in every interaction. Drives the continuous improvement of guest and brand revenue through the active retention of high value guests
Qualifications, Knowledge, and Skills:
Bachelor's degree in Hospitality or related field strongly preferred
Top candidates will have seven (7) plus years in advanced customer service or hospitality experience
Proficiency in English
Ideal Candidates will have exceptional knowledge in the following areas/programs:
A/S 400, Choice Air, Customer Service, Empower, Folio Viewer, Gifts by Celebrity GUI, Issue Trax, Knowledge Desk, Medalia, My Cruise Rewards, One Touch Hospitality, Approach to Service/QA, Policies and Procedures, Pre-Cruise Planner, Promotions, Ship Logs, Siebel CRS, Siebel Loyalty
Subject Matter Expert (SME), Website/Navigate/My Celebrity/Online Check-In
Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding world-class service in a creative, positive and focused manner
Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills
Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate business needs
Exhibits strong interpersonal skills, in addition to exceptional verbal and written communication skills. Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side
Relates to customer needs while keeping the company's best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers
Demonstrates ability to interpret written concerns and respond appropriately in writing without the use of a template
Holds advanced knowledge of company contact center systems; policies and procedures relating to cruise reservations; loyalty member programs; and all sales, marketing, and revenue promotional offers
Displays proficiency in Microsoft Windows, Microsoft Office applications, and Lotus Notes
Complies with internal policies, guidelines and conduct standards
Accurately performs data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources
Possesses the ability to work in a call center environment (open cubicles in close proximity to others, exposure to continuous background noise, etc.). Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks, and lunches)
Hears and speaks clearly using a telephone headset for the purpose of continuously answering inbound telephone calls.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
Royal Caribbean Cruises
Position Summary:
The World Class Service Advisor assists the entire One Touch Hospitality (OTH) organization. This position has multiple tasks including taking ownership of all escalated issues from guests and ship-board personnel working to resolve situations, offering agent assistance and recommending appropriate compensation for various concerns. This position specializes in guest satisfaction, problem resolution, One Touch Engagement Specialist assistance and identifying overall OTH efficiencies as well as areas for improvement. The World Class Service Advisor research issues fully with various departments to determine how best to resolve guest concerns and also communicates all relevant information effectively to our OTH Team, so as to achieve maximum customer satisfaction. With the objective being to deliver personalized, knowledgeable and genuine world-class service in alignment with the brand vision, even in the midst of challenges.
Essential Duties and Responsibilities:
Guide One Touch team members to appropriate compensation and resolution options based on department standards, and assists them in making exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with best interest of both the company and the customer. Also owns all escalated matters regardless of topic. Must also possess the knowledge and ability to back-up other areas of the One Touch department, as needed (refer to One Touch Engagement Specialist job description)
Receives and responds to any customer service inquiries sent via mail, e-mail, fax, and all social media platforms pre, during and post-cruise. Makes every effort to resolve inquiries by providing detailed, compassionate, personalized and intuitive responses that promote the One Touch philosophy by phone call. When unable to respond via phone, customized email or letter responses are crafted to address customer concerns
Possesses a full understanding of established industry and company protocols and procedures while complying with departmental standards and adhering to established metrics. Attends site and company-wide meetings as needed to collect and share knowledge of new programs and processes. Will be assigned and/or asked to lead special projects and employee committees at the discretion of management
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.)
Understands and is able to discern guest value to the brand by researching all aspects of the customer experience. Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction this pertains to negotiating refunds, special faring and the issuance of Future Cruise Certificates, Letters of Credit, Onboard Credits, and amenities
Analyzes guest financial information and brand value in every interaction. Drives the continuous improvement of guest and brand revenue through the active retention of high value guests
Qualifications, Knowledge, and Skills:
Bachelor's degree in Hospitality or related field strongly preferred
Top candidates will have seven (7) plus years in advanced customer service or hospitality experience
Proficiency in English
Ideal Candidates will have exceptional knowledge in the following areas/programs:
A/S 400, Choice Air, Customer Service, Empower, Folio Viewer, Gifts by Celebrity GUI, Issue Trax, Knowledge Desk, Medalia, My Cruise Rewards, One Touch Hospitality, Approach to Service/QA, Policies and Procedures, Pre-Cruise Planner, Promotions, Ship Logs, Siebel CRS, Siebel Loyalty
Subject Matter Expert (SME), Website/Navigate/My Celebrity/Online Check-In
Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding world-class service in a creative, positive and focused manner
Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills
Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate business needs
Exhibits strong interpersonal skills, in addition to exceptional verbal and written communication skills. Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side
Relates to customer needs while keeping the company's best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers
Demonstrates ability to interpret written concerns and respond appropriately in writing without the use of a template
Holds advanced knowledge of company contact center systems; policies and procedures relating to cruise reservations; loyalty member programs; and all sales, marketing, and revenue promotional offers
Displays proficiency in Microsoft Windows, Microsoft Office applications, and Lotus Notes
Complies with internal policies, guidelines and conduct standards
Accurately performs data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources
Possesses the ability to work in a call center environment (open cubicles in close proximity to others, exposure to continuous background noise, etc.). Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks, and lunches)
Hears and speaks clearly using a telephone headset for the purpose of continuously answering inbound telephone calls.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
Royal Caribbean Cruises
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Royal Caribbean Cruises
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