Senior Advisor, Casino Guest Experience—Cruise

Royal-Caribbean-Group-3; Manila; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

Royal Caribbean Group's Club Royale Team in Manila is seeking a Sr. Advisor, Customer Experience Service to deliver the highest level of service to our high value casino guests and travel partners from our Manila operations.

The role requires strong communication, ability to handle complex bookings, reconciliation of financials, and collaboration with Sales, Revenue Management and GPS to maximize guest satisfaction and retention.

Qualifications

• Minimum 4 years college degree preferred
• Royal Caribbean call center experience preferred
• Experience with high-value guests preferred
• Strong communication and interpersonal skills required

Responsibilities

• Handle inbound and outbound calls and emails from Travel Partners and Direct Guests
• Manage direct group reservations including cabin inventory and payments
• Reconcile financial transactions and pricing for groups and individuals
• Coordinate with Sales, Revenue Management, GPS and other internal teams
• Investigate guest inquiries and resolve issues to maximize guest satisfaction

Skills

Customer service

Call center experience

High-value guests handling

Communication

Problem solving

Team collaboration

Financial awareness

Education

Bachelor's degree

Tools

AS400 system

MS Office (Word/Excel/Access)

Lotus Notes

Job description

Royal Caribbean Group's Club Royale Team in Manila is seeking a Sr. Advisor, Customer Experience Service to deliver the highest level of service to our high value casino guests and travel partners from our Manila operations.

The role requires strong communication, ability to handle complex bookings, reconciliation of financials, and collaboration with Sales, Revenue Management and GPS to maximize guest satisfaction and retention.