SIlver Concierge Agent

Royal Caribbean Group; Pasay; On-site; PHP 290,000 - 424,000; Full time

Job summary

Royal Caribbean Group in Makati, Philippines is seeking a Silver Concierge Agent for an on-site, office-based role to deliver post-sales service and proactively identify opportunities to enhance guest experience and support revenue growth.

You will upsell add-ons, handle hotel/land arrangements, and collaborate with the team to improve sales conversion, retention, and guest satisfaction, requiring at least 2 years in sales or customer service within travel.

Qualifications

• 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.
• Strong computer literacy (Excel, Word).
• Experience in the travel or cruise industry is highly preferred.

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 andactively 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.
• Maintain accurate customer records with a high level of diligence and detail.
• Provide proactive follow-ups and anticipate guest needs to maximise satisfaction and loyalty.
• Participate in ad hoc tasks, initiatives, and continuous improvement projects.
• Collaborate positively with team members to share best practices and drive team performance.

Skills

Sales experience

Customer service

Upselling

Communication skills

Initiative & problem solving

Attention to detail

Computer literacy

Travel/cruise industry knowledge

Tools

Excel

Word

Job description

Job Description:

IMPORTANT: ThisroleisanON-SITE,office-basedroleinMakatiandisNOTashipboardopportunity.

TheSilverConcierge 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, theSilverConcierge Agent is expected to confidently upsell relevant add-ons,demonstratestrong product knowledge, and cultivate positive, high-impact interactions that reflect passion for both guest experience and commercial outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Guest & Consultant Support

• 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 andactively upsellAdd-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.

Sales & Revenue Support

• Identifyupselling 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 deliveringtimely, proactive solutions that reduce cancellations.

Customer Experience & Issue Resolution

• Maintainaccuratecustomer records with a high levelof diligence and detail.
• Provide proactive follow-ups andanticipateguestneedstomaximisesatisfaction 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.
• Upholdhigh standardsof 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.
• Strong computer literacy (Excel, Word).
• Diligent,organised, and process driven with high attention to detail.
• Experience in the travel or cruise industry is highly preferred.

Requirements: