Reservations Coaching Lead

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 480,000 - 720,000; Full time

Job summary

Royal Caribbean Cruises Ltd in Metro Manila seeks a Reservations Coach (Supervisor) responsible for orienting new Reservations Specialists and guiding pre-cruise sales/service processes. This role develops coaching plans and monitors performance, providing ongoing support to reach KPIs.

You will design training needs, track milestones, and report progress to the Leadership Team, ensuring a data-driven culture and strong guest satisfaction.

Qualifications

• Strong knowledge of the sales and service processes.
• Ability to engage and connect positively with each team member.
• Ability to multitask effectively and ensure tasks are completed accurately.
• Excellent customer service skills to assist and handle guest escalations.
• Ability to motivate a team to specified targets.
• Ability to read and analyze reports to assess performance vs targets.
• Ability to coach team members to improve performance.
• Maintain professional relationships aligned with company values.

Responsibilities

• Coach Reservations specialists to assess their sales and service ability needs to maximize sales conversion rate and caller satisfaction.
• Handle complex reservation issues and escalations.
• Design and develop training needs and create a training-focused culture across the team.
• Ensure staff receives ongoing sales and product/system trainings related to KPIs and follow-up accordingly.
• Evaluate skills and knowledge of the reservations team and provide feedback for improvement.
• Communicate with decision-makers at all levels internally and externally.
• Adhere to all company policies and ethics codes.
• Other duties as assigned by Manager.

Skills

Sales processes

Team motivation

Multitasking

Customer service

KPI coaching

Data-driven feedback

Interdepartmental comms

Integrity & professionalism

Job description

Royal Caribbean Cruises Ltd in Metro Manila seeks a Reservations Coach (Supervisor) responsible for orienting new Reservations Specialists and guiding pre-cruise sales/service processes. This role develops coaching plans and monitors performance, providing ongoing support to reach KPIs.

You will design training needs, track milestones, and report progress to the Leadership Team, ensuring a data-driven culture and strong guest satisfaction.