Senior Guest Experience Advisor — Premium Service

Royal caribbean international

Philippines

On-site

PHP 670,000 - 1,004,000

Full time

6 days ago

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Job summary

Royal Caribbean Group’s International Guest and Trade Services team seeks a Sr. Advisor, Customer Experience Service in the Philippines to support trade partners and guests from an inbound contact centre.

The role emphasizes delivering premium service, meeting KPIs, and resolving guest issues while staying aligned with the Royal brand and values. You will help convert enquiries into bookings and ensure high-value guest interactions across phone and select off-phone channels, working within a

Qualifications

Experience within Royal Caribbean and/or the travel industry, especially in a cross-functional service environment.
Excellent interpersonal and communication skills with a customer-focused mindset.
Flexible, approachable and able to work a shift pattern including weekends.

Responsibilities

Answer inbound telephone calls from travel partners and direct guests with an upbeat disposition and strong commitment to satisfaction.
Service existing bookings using the in-house Reservation System to meet customers' needs.
Handle air enquiries using relevant air booking tools.
Take ownership of guest issues and resolve them on first contact where possible.
Convert sales enquiry calls into bookings focusing on the right guest, ship, and price.