Reservations Coach: Training & Performance Lead

Royal Caribbean Group; Pasay; On-site; PHP 446,000 - 781,000; Full time

Job summary

Royal Caribbean Group in the Philippines seeks a Reservations Coach (Supervisor) to orient new Reservations Specialists, introduce them to pre-cruise sales and service processes, and develop coaching plans.

You will observe transactions, identify training needs, create programs, monitor KPIs, submit performance reports to leadership, and meet regularly with the Leadership Team to drive service quality and sales performance.

Qualifications

• Strong knowledge of the sales and service processes.
• Able to engage positively with each team member.
• Multitask effectively and ensure accuracy.
• Excellent customer service to handle guest escalations and motivate team.
• Read and analyze reports to track performance.
• Coach underperforming team members.
• Build trust and communicate effectively with stakeholders.
• Maintain relationships aligned with company values.
• Operate in small local and larger global teams.
• Proactively establish effective working relationships with all support departments.

Responsibilities

• Coach Reservations specialists to maximize sales conversion and customer satisfaction.
• Handle complex reservation issues and escalations.
• Design and develop training needs and foster a training-focused culture.
• Ensure staff receive ongoing sales and product/system training with follow-up.
• Evaluate skills and knowledge to develop performance improvement plans.
• Communicate with decision makers at all levels internally and externally.
• Adhere to all company policies and ethics codes.
• Perform other duties as assigned by Manager.

Skills

Sales process

Customer service

Multitask

Team motivation

Report analysis

Coaching

People skills

Team collaboration

Communication

Integrity

Job description

Royal Caribbean Group in the Philippines seeks a Reservations Coach (Supervisor) to orient new Reservations Specialists, introduce them to pre-cruise sales and service processes, and develop coaching plans.

You will observe transactions, identify training needs, create programs, monitor KPIs, submit performance reports to leadership, and meet regularly with the Leadership Team to drive service quality and sales performance.