Senior Advisor, Premium Guest Experience

Royal Caribbean Group; Pasay; On-site; PHP 360,000 - 600,000; Full time

Job summary

Royal Caribbean Group in Manila is seeking a Representative, Club Royale to service high-value casino guests, manage bookings, and coordinate with Travel Partners, Direct Guests and Direct Groups.

The role requires strong communication, attention to detail, and the ability to analyze pricing and availability to maximize guest satisfaction and revenue. AS400 and MS Office experience are preferred; casino experience is a plus.

Qualifications

• Minimum 4 years college degree preferred.
• Minimum of 6 months Royal Caribbean call center experience required.
• Previous sales experience preferred.
• Previous shoreside or ship-based Casino experience preferred.
• Previous external-facing experience with high-value guests preferred.
• Must communicate clearly and maintain customer relationships.

Responsibilities

• Service Travel Partners and Direct Guests who are members of Club Royale or via shoreside partnerships in a one-stop platform.
• Handle inbound and outbound calls, emails, faxes and mail from travel partners, Royal Reps and Direct Guests.
• Manage direct group reservations, including cabin inventory, air gateways, hotel packages, dining, manifests and payments.
• Answer questions regarding groups, products and policies.
• Sell cruise vacation packages by validating products/promotions and availability.
• Review daily/monthly productivity goals to ensure schedule adherence.
• Investigate complaints and coordinate with internal teams to resolve issues.
• Serve as liaison between products and Sales, Revenue Management, GPS and other areas.
• Perform other duties as required.

Skills

Customer service

Sales

Communication

Relationship building

Problem solving

Time management

Education

4-year college degree

Tools

AS400 reservations system

Microsoft Word

Microsoft Excel

Microsoft Access

Lotus Notes

Job description

Royal Caribbean Group in Manila is seeking a Representative, Club Royale to service high-value casino guests, manage bookings, and coordinate with Travel Partners, Direct Guests and Direct Groups.

The role requires strong communication, attention to detail, and the ability to analyze pricing and availability to maximize guest satisfaction and revenue. AS400 and MS Office experience are preferred; casino experience is a plus.