Senior Guest Experience Advisor

ROYAL CARIBBEAN GROUP; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Royal Caribbean Group in the Philippines is seeking a Sr. Advisor, Customer Experience Service to support trade partners and guests in an inbound contact centre environment.

You will handle inquiries from initial sales through to air and service touchpoints, ensuring a premium, consistent service experience for Royal UK & Ireland partners and guests. The role emphasizes achieving KPI targets, resolving guest issues on first contact, and using in-house tools (AS400, Travelbox, WFM, KD) to deliver

Qualifications

• Experience within Royal Caribbean and/or the travel industry.
• Excellent interpersonal and communication skills.
• Ability to multitask and work under pressure.
• Flexible, approachable with a passion for the business.

Responsibilities

• Answers inbound telephone calls from travel partners and direct guests with an upbeat and friendly disposition, exceptional verbal communication skills, and a strong commitment to customer satisfaction.
• Servicing existing bookings through our in-house Reservation System, to match our customers’ needs
• Servicing air enquiries, using all of the relevant air booking tools
• Accountable for taking full ownership of guest issues, ‘I can solve this for you.’
• Convert any Sales enquiry calls into bookings using our in-house reservation system, focusing on ‘right guest, right ship, right price’
• Achieve service levels to ensure the Company’s team and individual targets are met.
• Consistently meet and exceed the Company’s Quality Assurance Standards
• Demonstrate flexibility to provide support and assistance to other departments when needed
• Attend regular 121’s with the Supervisor/Manager to discuss performance against targets
• Ensure that all written responses are of a consistently high standard to prevent follow up emails
• Engage with the QA process, to maximize performance against set goals
• Attend ‘cross function training’ to support key functions and be multi skilled when required
• Demonstrate your knowledge when speaking to agents and guests. Become a knowledge expert
• Take ownership for keeping updated on system, product, brand and policy enhancements, to ensure that your knowledge is up to date

Skills

Interpersonal skills

Verbal communication

Multitasking

Flexible

Tools

AS400

Travelbox

WFM

KD

Job description

Royal Caribbean Group in the Philippines is seeking a Sr. Advisor, Customer Experience Service to support trade partners and guests in an inbound contact centre environment.

You will handle inquiries from initial sales through to air and service touchpoints, ensuring a premium, consistent service experience for Royal UK & Ireland partners and guests. The role emphasizes achieving KPI targets, resolving guest issues on first contact, and using in-house tools (AS400, Travelbox, WFM, KD) to deliver