Agent, Cruise Enhancement Sales (Pooling)

Royal Caribbean Group; Metro Manila; On-site; PHP 240,000 - 320,000; Full time

Job summary

Royal Caribbean Group is seeking a Cruise Enhancement Sales Agent to engage guests and travel agents via inbound calls. You will promote onboard enhancements, educate guests on available amenities, and work toward achieving revenue targets.

The role requires a sales mindset, strong communication, and the ability to adapt to changing product offerings. Knowledge of CRM systems such as Legasuite and IBT is a plus.

Qualifications

• Experience in sales or customer service preferred.
• Excellent communication, interpersonal and listening skills.
• Proactive, driven attitude with customer focus.
• Familiarity with CRM systems and booking tools.

Responsibilities

• Answer inbound calls from guests and travel agents to assist with bookings and enhancements.
• Upsell onboard amenities and experiences to maximize guest satisfaction and revenue.
• Identify sales opportunities and propose upgrades during calls.
• Follow the sales process: qualify, build rapport, and close opportunities.
• Document interactions accurately in CRM and internal systems.

Skills

Sales experience

Customer service

Excellent communication

CRM tools

Flexible availability

Education

High school diploma or equivalent

Tools

Legasuite

IBT

Job description

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we 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 career opportunity for a full time Agent, Cruise Enhancement Sales reporting to the Manager, CO Inbound Sales.

Position Summary

The Cruise Enhancement Sales agent is responsible for engaging guests and travel agents via inbound calls to promote and sell onboard enhancements and amenities, ensuring a high level 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 friendly, passionate, and committed to guest satisfaction, and be adaptable to changing business needs.

Essential Duties And Responsibilities

• Answer inbound calls from guests and travel agents, providing guidance 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 guest experience.
• Effectively utilize the company’s sales process, including asking qualifying questions to understand guest needs and preferences, building rapport, and guiding conversations toward mutually beneficial solutions.
• Complete all booking requests from callers accurately and efficiently, ensuring all details are captured and system entries are correct.
• Demonstrate expertise in Royal Caribbean ships, ports of call, onboard experiences, and available offerings to confidently educate callers and make tailored recommendations.
• Build rapport with callers by engaging in friendly, personalized conversations, and establishing trust through knowledgeable advice and attentive service.
• Stay informed about current promotions, new offerings, and system updates to provide accurate and timely 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 accurately within 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 callers request on booking and servicing reservations, either new or existing.

Qualifications, KNOWLEDGE, AND SKILLS

• Prior experience in sales, customer service, or a related field; experience within the travel,
• hospitality, or cruise industry 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.
• Must be self-directed and motivated while also fitting in with a team.

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.