SIlver Concierge Agent

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 320,000 - 520,000; Full time

Job summary

Royal Caribbean Cruises Ltd. is seeking a Silver Concierge Agent to join our Makati office. This on-site role focuses on post-sales service, upselling add-ons, and driving guest satisfaction and revenue growth.

Responsibilities include handling bookings, hotel and transfer arrangements, proactive follow-ups, and maintaining accurate guest records. You will collaborate with the team to improve processes and ensure high standards of service and engagement.

Qualifications

• Minimum 2 years’ experience in sales, customer service, sales support, or a similar travel-related role.

Responsibilities

• Serve as first point of contact for guests via phone and email.
• Manage bookings, inclusions, and upsell add-ons.
• Handle hotel/land arrangements and transfers.
• Provide proactive follow-ups to maximize satisfaction.
• Identify upsell opportunities to drive revenue.
• Maintain accurate guest records.
• Collaborate with team to improve processes.

Skills

Upselling

Sales experience

Customer communication

Problem-solving

Customer retention

Job description

Select how often (in days) to receive an alert:

IMPORTANT:This role is an ON-SITE, office-based role in Makati and is NOT a shipboard opportunity.

The Silver Concierge Agent is an office-based role responsible for delivering exceptional post-sales service while proactively identifying opportunities to enhance the guest experience and support revenue growth. This role plays a key part in improving sales conversion, service quality, and booking retention through energetic, solution-oriented, and proactive engagement via phone and email.

Beyond servicing, the Silver Concierge Agent is expected to confidently upsell relevant add-ons, demonstrate strong product knowledge, and cultivate positive, high-impact interactions that reflect passion for both guest experience and commercial outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Serve as the first point of contact for Personal Consultants in the regions and Guests for all post-sales support via phone and email.

Manage booking inclusions and actively upsell Add-Ons (e.g., higher category suites, packages, experiences, etc).

Handle hotel/land arrangements, transfers and more.

Support guests with general queries, documentation, booking updates, and administrative needs.

Identify upselling and cross-selling opportunities in every interaction to enhance the guest journey and drive incremental revenue.

Use product knowledge and customer insights to recommend value-adding options confidently and professionally.

Contribute directly to retention by delivering timely, proactive solutions that reduce cancellations.

Customer Experience & Issue Resolution

Maintain accurate customer records with a high level of diligence and detail.

Provide proactive follow-ups and anticipate guest needs to maximize satisfaction and loyalty.

Team & Process Contribution

Participate in ad hoc tasks, initiatives, and continuous improvement projects.

Collaborate positively with team members to share best practices and drive team performance.

Uphold high standards of professionalism, energy, and engagement in all interactions.

KNOWLEDGE, SKILLS & ATTRIBUTES

Minimum 2 years’ experience in sales, customer service, sales support, or a similar travel-related role.

Demonstrated ability to upsell, influence, or drive commercial outcomes.

Excellent verbal and written communication skills with a confident, engaging style.

Highly proactive approach with strong ownership, initiative, and problem-solving skills.

Energetic, guest-centric, and passionate about delivering exceptional experiences.

Diligent, organised, and process driven with high attention to detail.

Experience in the travel or cruise industry is highly preferred.