Senior Guest Experience Advisor — Club Royale

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 750,000; Full time

Job summary

Royal Caribbean Cruises Ltd. is seeking a Representative for Club Royale, Club Royal Manila to provide the highest level of service to our database of high-value casino guests and to understand their needs to increase visits to our ships.

The role involves servicing Travel Partners, Direct Guests, and Direct Groups, managing reservations, and ensuring accurate pricing while meeting revenue targets. Manila-based with strong communication and reporting skills essential.

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 (phone or front of house) experience with high-value guests preferred.
• Use of sound judgment is essential.
• Ability to build and maintain successful business relationships with external customers and co-workers.
• Must be able to communicate clearly with guests about all vacation details.
• Take ownership of situations and see them through to completion.

Responsibilities

• Service Travel Partners and Direct Guests who are Club Royale members or via shore side partnerships.
• Handle inbound/outbound calls, emails, faxes, and mail from travel partners, Royal Reps and Direct Guests.
• Manage all aspects of direct group reservations: cabin inventory, air gateways, pre/post hotel packages, dining, 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.
• Meet daily/monthly productivity goals to align with department objectives.
• Investigate complaints and gather facts from various teams to resolve issues.
• Serve as liaison between products and Sales, GPS, Revenue Management and others as needed.
• Perform additional duties as required by supervisor.

Skills

Call center experience

Sales experience

Communication skills

Customer service

Education

College degree preferred

Tools

AS400 reservations system

Microsoft Word

Microsoft Excel

Lotus Notes

Job description

Royal Caribbean Cruises Ltd. is seeking a Representative for Club Royale, Club Royal Manila to provide the highest level of service to our database of high-value casino guests and to understand their needs to increase visits to our ships.

The role involves servicing Travel Partners, Direct Guests, and Direct Groups, managing reservations, and ensuring accurate pricing while meeting revenue targets. Manila-based with strong communication and reporting skills essential.