Agent, group admin rciRoyal Caribbean Cruises

POSITION SUMMARY:
This position will have dual responsibilities. The main purpose of the position is to support the sales and service teams by handling all administrative off phone work, as well as handling call outs for all the scheduled touches for each group in the department. This role will handle this responsibility for a few thousand groups a year. During times of high call surges, this position will be responsible for assisting the groups department in handling the call volume. The duties of this position are multifaceted and require an individual that can balance a busy workload, and be able to quickly shift focus
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Handles all affairware responsibilities for the groups department. Group shore excursions, Assigning GAP points to groups, Assigning tour Conductor Credits, Assigning Seapass Folio, Assigning Group leaders.
Effectively, and efficiently manages all group agreements for the entire CO groups department. Volume of groups is 2000+. Responsible for processing all dining requests, entering all passenger lists, processing refunds from GUI.
Responsible for scheduled call outs for balance dues, credit balances, call suites, upgrade opportunities, sales opportunities, and upsell opportunities within groups that are being contacted.
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 their groups, 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 from date of initial booking to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations.
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.
Records accurate transaction histories and prepares customer correspondence directed to guests. Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactions.
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.
FINANCIAL RESPONSIBILITIES
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:
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.
Microsoft Word, Excel and Outlook experience preferred.
KNOWLEDGE AND SKILLS:
LANGUAGE: 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.
INTERPERSONAL: 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 customers¿ needs.
MATHMATICAL: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, and percentages. Ability to understand and explain a complex group accounting.
REASONING ABILITY: 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.
DECISION MAKING: Ability to make decisions in situations where multiple variables and tight deadlines exist, assess complex situations and make mutually beneficial decisions where limited standardization exists, and assess the most complex and non-routine situations.
SYSTEMS: Knowledge of AS400 or similar reservations system required. Microsoft Word and Outlook experience preferred.
CERTIFICATES, LICENSES, REGISTRATIONS: None required.
Physical Demands:
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. 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 requirement include distant, close and color vision, and ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside a corporate office environment, and outside the office during company functions, events, etc.
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

Philippines
Permanent
Full-time