Royal Genie

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees working onboard our ships at sea. At Royal Caribbean International, we believe that great vacations begin with great employees! 

As a leader in the cruise industry, Royal Caribbean International is continuously expanding and seeking dynamic, energetic, experienced professionals to join our team.  With our innovative fleet of twenty-one ships visiting five continents, each offering adventurous ways to explore the globe, this could be a great opportunity to let your career set sail.

Responsible for being a determined and focused performer in a team of empowered Guest Services professionals. Royal Genie provides a variety of personalized services and information to eligible top tier suite guests by performing the following essential duties and responsibilities according to the brand standards of service and style.

Career snapshot:

• Responsible for meeting or exceeding “Star Class” Guest Satisfaction KPIs that are directly influenced by this role
• Services the top tier “Star Class” suite guests throughout the cruise.  Ensures that all standard operating procedures are adhered to regarding the suite program
• Works closely with Housekeeping, F&B Division, Onboard Revenue, Entertainment, Shore Excursions, Future Cruise, Concierge and other divisions to plan and deliver outstanding service and respond to suite guest requests
• Royal Genie will ensure that assigned suites are prepared before embarkation with all the amenities and informational materials required including food and beverage menus, service menus, flowers, fruit baskets, requested beverages etc… and ensures items are replenished as needed throughout the voyage
• Arranges food and beverage services, afternoon tea and savories, amenities and other services according to established standards
• Royal Genie will welcome guest at check-in to streamline and expedite the process, and have their bags delivered to the suite directly from the pier. He/she greets and introduces themselves to each “Star Class” suite guest during embarkation and personally escorts them to their suite in order to explain suite amenities and any other related services
• Maintains current knowledge of all ship’s regular events and special functions by reviewing all available data in order to provide guests with accurate and up-to-date information to answer questions and handle any special request
• Coordinates the maintenance and/or repair of the suite with Executive Housekeeper or other shipboard departments as needed
• Oversees guest laundry service and offers wardrobe management services (unpacking & packing) shoeshine, personal wake-up calls, in-suite dinners and/or cocktail parties and oversees the serving of all food and beverage orders requested by guests
• Assists with business services, contacts airlines or hotels to change reservations, prints or faxes documents etc.
• Royal Genie will escort guests through the departure formalities swiftly with their luggage
• Provides pertinent information to guests in order to upsell In-Stateroom Catering, Shore Excursions, Spa appointments, Cabanas and other upgraded experiences
• Works with the M&R Division to ensure maximization of revenue by providing information on Guest Preferences and to complete any guest requests related to M&R Division
• “Your wish is my command” is the service philosophy followed by Royal Genies. Royal Genie will make guest’s entertainment, shore excursion, private transportation and dinner reservations with best table location
• The Royal Genie takes ownership and accountability for reacting to guest feedback and requests effectively and efficiently. Through maintaining knowledge of all suite guest ratings and comments, assists in maintaining a culture throughout the Guest Services team for owning issues and resolving to complete satisfaction
• Serves as the vessel’s key contact person for “Star Class” suite guest inquiries and service requests and always goes above and beyond to fulfill requests and escalates to Guest Services Manager when necessary for assistance to get requests approved
• Ensures that both boarding and departure process for “Star Class” suite guests is easy and efficient
• Is the to go person for any issues for “Star Class” suite guests and is available outside the office hours if needed
• Works with the Concierge to ensure that all necessary shipboard employees are knowledgeable of the Royal Genie and Suite Program and that all new initiatives and changes pertaining to the program are communicated to all levels of the organization onboard in a timely manner
• Reviews the Suite guest report with the Concierge / Guest Services Manager prior to each voyage to gain as much insight as possible of guests sailing in “Star Class” suites eligible for Royal Genie Service
• Must practice sound and prudent business sense and high professional ethics at all times. Maintains guests’ confidence and protects organization’s reputation by keeping guest and company information confidential
• Elevates the Royal Genie program by being a role model in driving and displaying always positive “Can Do” attitude and always goes above and beyond to complete guest requests