Agent, consumer outrch-grp svcRoyal Caribbean Cruises
Salary: Agreement
Work form: Full time
Posting Date: 08/01/2026
Deadline: 18/10/2022
Position Summary
Responsible for handling high volume Celebrity CO group service calls from direct consumers. This position seeks to service existing guests that have previously booked with the groups department. Servicing requests range from edits to group bookings, dining requests, shore excursion requests, and just about anything pre cruise related. This role is majority service oriented, along with a revenue producing responsibility. This position will be responsible for increasing revenue through service oriented calls. Unlike a sales position which has to sell the initial cruise, this position will be creating revenue on already sold bookings. Upselling existing customers to higher category staterooms and providing revenue producing add ons to existing reservations.
Essential Duties and Responsibilities
Handles all aspects of servicing direct consumer groups. Handles inbound calls from direct consumers in already reserved group bookings.
Responsible for processing a high volume of basic, routine transactions for all direct groups, including allocating and maintaining stateroom inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments. Clearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumers. Answers general and specific questions regarding group product offerings, and policies. Proactively manages all aspects of inventory (stateroom, air, hotels, transfers, etc.) and collection of payments.
Responsible for proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Royal Caribbean International. Responsible for overseeing all aspects of group after creating to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations.
Investigate guest complaints on bookings, product, 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 guest complaint.
Qualifications
Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required.
One year of experience in high volume call center or sales/customer service work environment preferred.
Experience with AS400 or similar reservations system required. Understanding of group environment, rules and screens preferred.
Microsoft Word, Excel and Outlook experience preferred.
Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful business relationships with the most valued direct consumers as well as co-workers in order to successfully close business and service customer needs.
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.
Knowledge of AS400 or similar reservations system required. Microsoft Word and Outlook experience preferred.
Once you apply, it will take you 10-15 minutes to complete our application, which will help us better qualify your candidacy. If you are being considered for this position you will hear back from us within the next 30-60 days. During this time, you can view your application status on our career site.
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
Responsible for handling high volume Celebrity CO group service calls from direct consumers. This position seeks to service existing guests that have previously booked with the groups department. Servicing requests range from edits to group bookings, dining requests, shore excursion requests, and just about anything pre cruise related. This role is majority service oriented, along with a revenue producing responsibility. This position will be responsible for increasing revenue through service oriented calls. Unlike a sales position which has to sell the initial cruise, this position will be creating revenue on already sold bookings. Upselling existing customers to higher category staterooms and providing revenue producing add ons to existing reservations.
Essential Duties and Responsibilities
Handles all aspects of servicing direct consumer groups. Handles inbound calls from direct consumers in already reserved group bookings.
Responsible for processing a high volume of basic, routine transactions for all direct groups, including allocating and maintaining stateroom inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments. Clearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumers. Answers general and specific questions regarding group product offerings, and policies. Proactively manages all aspects of inventory (stateroom, air, hotels, transfers, etc.) and collection of payments.
Responsible for proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Royal Caribbean International. Responsible for overseeing all aspects of group after creating to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations.
Investigate guest complaints on bookings, product, 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 guest complaint.
Qualifications
Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required.
One year of experience in high volume call center or sales/customer service work environment preferred.
Experience with AS400 or similar reservations system required. Understanding of group environment, rules and screens preferred.
Microsoft Word, Excel and Outlook experience preferred.
Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful business relationships with the most valued direct consumers as well as co-workers in order to successfully close business and service customer needs.
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.
Knowledge of AS400 or similar reservations system required. Microsoft Word and Outlook experience preferred.
Once you apply, it will take you 10-15 minutes to complete our application, which will help us better qualify your candidacy. If you are being considered for this position you will hear back from us within the next 30-60 days. During this time, you can view your application status on our career site.
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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Philippines
Permanent
Full-time
Permanent
Full-time
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Royal Caribbean Cruises
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