Agent, Cruise Enhancement Sales

Royal Caribbean International; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading cruise line in Metro Manila is seeking an Agent for Cruise Enhancement Sales to engage with guests and promote onboard enhancements. The ideal candidate will have strong sales skills, prior experience in customer service, and a passion for hospitality. This full-time position offers competitive compensation and valuable career development. Join us in creating memorable vacation experiences for our guests.

Benefits

Competitive compensation

Career development opportunities

Qualifications

• Prior experience in sales or customer service, preferably in the travel or cruise industry.
• Demonstrated sales aptitude with a proactive attitude.
• Knowledge of Royal Caribbean ships and amenities.

Responsibilities

• Engage guests and travel agents via inbound calls to promote and sell enhancements.
• Upsell onboard amenities such as shore excursions and dining options.
• Document customer interactions in CRM and ensure seamless service.

Skills

Sales aptitude

Excellent communication skills

Interpersonal skills

Customer service

Education

High school diploma or equivalent

Tools

CRM tools

Legasuite

IBT

Job description

Overview

Agent, Cruise Enhancement Sales (Job Grade - 10)

Journey with us! Combine your career goals and sense of adventure by joining our incredible team at Royal Caribbean Group. We offer a competitive compensation and benefits package and excellent career development opportunities, each offering unique ways to explore the world. We are the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — and are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Consumer Outreach Team has an exciting full-time opportunity for an Agent, Cruise Enhancement Sales reporting to the Manager, CO Inbound Sales.

Position Summary

The Cruise Enhancement Sales agent engages guests and travel agents via inbound calls to promote and sell onboard enhancements and amenities, ensuring high levels of customer satisfaction. This role supports revenue growth by proactively identifying sales opportunities and providing knowledgeable assistance through internal systems such as Legasuite and IBT. The ideal candidate will demonstrate a sales-oriented mindset, embody our core values of being friendly, passionate, and committed to guest satisfaction, and be adaptable to changing business needs.

Responsibilities

• Answer inbound calls from guests and travel agents, guiding on booking and modifying cruise enhancements, new reservations, servicing, and onboard experiences.
• Promote, upsell, and recommend additional onboard amenities, including but not limited to shore excursions, beverage packages, dining options, onboard activities, and Royal Gift items to maximize guest satisfaction and revenue.
• Identify sales opportunities during calls and proactively suggest upgrades or additional items that enhance the guest experience.
• Use the company’s sales process: ask qualifying questions, build rapport, and guide conversations toward mutually beneficial solutions.
• Complete all booking requests accurately and efficiently, ensuring all details are captured in the system.
• Demonstrate expertise in Royal Caribbean ships, ports of call, onboard experiences, and available offerings to educate callers and make tailored recommendations.
• Build rapport with callers through friendly, personalized conversations and attentive service.
• Stay informed about current promotions, new offerings, and system updates to provide accurate information.
• Adapt quickly to changing business priorities, product offerings, and technological systems.
• Meet or exceed individual and team sales targets, contributing to overall revenue goals.
• Document all customer interactions in CRM and internal systems; collaborate with team members and other departments to ensure seamless service delivery and follow-up as needed; handle and own all caller requests on booking and servicing reservations.

Qualifications, Knowledge, and Skills

• Prior experience in sales, customer service, or a related field; experience within the travel, hospitality, or cruise industry is preferred.
• Demonstrated sales aptitude with a proactive, driven attitude.
• Excellent communication and interpersonal skills.
• Friendly, passionate, and committed to delivering exceptional service.
• Ability to utilize the sales process effectively, including asking qualifying questions and building rapport.
• Knowledge of Royal Caribbean ships, ports of call, onboard experiences, and available amenities.
• Proficient in the use of CRM tools and booking systems such as Legasuite and IBT.
• Flexible availability, including evenings, weekends, and holidays.
• High school diploma or equivalent; additional certifications or higher education in sales or hospitality is a plus.
• Self-directed and motivated, with the ability to fit into a collaborative team environment.

We know there’s a lot to consider. As you go through the application process, our recruiters will provide guidance and answer any questions. Thank you for your interest in Royal Caribbean Group—we hope to see you onboard soon!

Equal Employment Opportunity: It is the policy of the Company to provide equal employment and promotion opportunities to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and its subsidiaries prohibit discrimination or harassment.