Senior Advisor, Luxury Cruise Guest Experience

Royal Caribbean Group; Makati; On-site; PHP 550,000 - 850,000; Full time

Job summary

Royal Caribbean Group in Metro Manila, Philippines, seeks a Sr. Advisor for Customer Experience Service to elevate guest satisfaction and drive service excellence across Club Royale.

You will handle travel partner and direct guest inquiries, manage group reservations, and ensure accurate pricing and timely actions. The role requires experience in high-value guest service, strong communication, and cross-functional collaboration to deliver exceptional vacation experiences.

Qualifications

• Minimum 4 years college degree preferred
• Minimum of 6 months Royal Caribbean call center experience required
• Previous shoreside or ship-based Casino experience preferred
• Previous external-facing (phone or front of house) experience with high-value guests preferred
• Use of sound judgment is essential
• Must be able to write reports, memos and business correspondence and communicate clearly with guests

Responsibilities

• Service Travel Partners and Direct Guests in Club Royale via one-stop platform
• Handle inbound and outbound calls, emails, faxes and mail from travel partners and guests
• Manage direct group reservations, including cabin inventory, air gateways, hotel packages, dining assignments, manifests and payments
• Answer questions regarding groups, products, and policies
• Sell cruise vacation packages by aligning with customer interests and dates
• Review productivity goals to ensure schedule adherence
• Investigate guest complaints and coordinate with multiple departments to resolve issues
• Serve as liaison between products and Sales, Revenue Management, GPS and other areas
• Maintain professionalism and integrity per Royal Caribbean standards

Skills

Customer service

Communication

Relationship building

Sales

Problem solving

Education

4-year college degree preferred

Tools

AS400 reservations system

Microsoft Word

Microsoft Excel

Microsoft Access

Lotus Notes

Job description

Royal Caribbean Group in Metro Manila, Philippines, seeks a Sr. Advisor for Customer Experience Service to elevate guest satisfaction and drive service excellence across Club Royale.

You will handle travel partner and direct guest inquiries, manage group reservations, and ensure accurate pricing and timely actions. The role requires experience in high-value guest service, strong communication, and cross-functional collaboration to deliver exceptional vacation experiences.