Senior Advisor, Premium Guest Experience

Royal Caribbean Group; Pasay; On-site; PHP 335,000 - 513,000; Full time

Job summary

Royal Caribbean Group is seeking a Representative, Club Royale at Club Royal Manila to deliver exceptional service to a database of high-value casino guests. You will manage Travel Partners, Direct Guests, and Direct Group reservations through a unified platform, ensuring accuracy and customer satisfaction.

You will handle inquiries, bookings, and exceptions, while collaborating with Sales, GPS, and Revenue teams to maximize guest value and loyalty.

Qualifications

• College degree (4-year) preferred.
• Minimum 6 months Royal Caribbean call center experience required.
• Previous sales experience preferred.
• Shore-side or ship-based casino experience preferred.
• External-facing experience with high-value guests preferred.
• Clear and precise communication with guests about vacation details.
• Ability to build and maintain relationships with external and internal customers.

Responsibilities

• Serve Travel Partners and Direct Guests who are Club Royale members and provide access to all client service areas in a one-stop platform.
• Handle inbound and outbound calls, emails, faxes, and mail from partners and guests.
• Manage direct group reservations: cabin inventory, air gateways, hotel packages, dining assignments, manifests, and payments.
• Answer questions regarding groups, products, and policies.
• Sell cruise vacation packages by verifying products and promotions aligned with customer interests and dates.
• Maintain productivity and schedule adherence per department goals.
• Investigate guest complaints, review bookings and related documents, and coordinate with internal teams to resolve issues.
• Coordinate with Sales, Revenue Management, GPS and other areas to align product offerings.

Skills

Call center experience

Sales experience

Customer service

HVG experience (high-value guests)

Communication

Negotiation

Problem solving

AS400 knowledge

Education

4-year college degree

Tools

AS400

MS Word

MS Excel

MS Access

Lotus Notes

Job description

Royal Caribbean Group is seeking a Representative, Club Royale at Club Royal Manila to deliver exceptional service to a database of high-value casino guests. You will manage Travel Partners, Direct Guests, and Direct Group reservations through a unified platform, ensuring accuracy and customer satisfaction.

You will handle inquiries, bookings, and exceptions, while collaborating with Sales, GPS, and Revenue teams to maximize guest value and loyalty.