Bilingual Reservations Coach - Mandarin Leader

Royal Caribbean Group; Makati; On-site; PHP 650,000 - 900,000; Full time

Job summary

Royal Caribbean Group in Makati is seeking a Reservations Coach – Bilingual Mandarin to develop Reservations Specialists and strengthen pre-cruise sales and service performance. You will conduct new-hire orientation, deliver ongoing coaching, and handle escalations in Mandarin and English for team members, guests, and partners.

The role focuses on coaching, sales and service optimization, and collaboration with leadership to hit KPIs while maintaining high-quality guest experiences.

Qualifications

• Bilingual Mandarin and English, strong written and oral skills.
• Experience coaching or training call-center or reservations teams.
• Ability to drive sales and service performance through coaching and training.

Responsibilities

• Conduct orientation for new Reservations Specialists and introduce them to the pre-cruise process.
• Develop coaching plans and provide ongoing resources to improve performance.
• Coach team to improve sales conversions, reduce escalations, and improve caller satisfaction.
• Handle complex reservation issues and escalations as needed.
• Design training initiatives and evaluate program effectiveness.
• Promote a consistent coaching culture across the team.
• Ensure training aligns with KPIs and provide regular follow-up.

Skills

Mandarin proficiency

English proficiency

Coaching

Sales coaching

KPI analysis

Tools

CRM tools

Job description

Royal Caribbean Group in Makati is seeking a Reservations Coach – Bilingual Mandarin to develop Reservations Specialists and strengthen pre-cruise sales and service performance. You will conduct new-hire orientation, deliver ongoing coaching, and handle escalations in Mandarin and English for team members, guests, and partners.

The role focuses on coaching, sales and service optimization, and collaboration with leadership to hit KPIs while maintaining high-quality guest experiences.