Rep, OneTouch

Great Vacations Begin With Great Employees!

Royal Caribbean Cruises Ltd. is the second largest leading and revolutionary cruise line. The company operates under the Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands.  Currently the fleet has 40 ships in service visiting over 180 attractive destinations.

Combine your experience and sense of adventure by joining our exciting land-based team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation and benefits package, excellent career development opportunities, each offering unique ways to explore the world.

One Touch is a Celebrity Cruises initiative dedicated to delivering uncompromising, individualized service to our guests.  The position requires the ability to work and thrive within a five-star, Modern Luxury culture. The One Touch Representative addresses a wide variety of guest needs, both pre- and post-sailing.  The One Touch Representative responds to guest inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering luxury service in alignment with the brand vision. The One Touch Representative accurately assesses guest needs and adds personal recommendations and touches to achieve maximum customer satisfaction. They meticulously record individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional. 

Essential Duties and Responsibilities:

• Owns all guest interactions and serves as a point of contact, providing the highest level of hospitality and professionalism while also accommodating special requests whenever possible. Resolves customer complaints and assists with all inquiries pertaining to Celebrity Cruises products and services. Sets appropriate guest expectations and follows up accordingly throughout the resolution process. 
•  Responds to all guest requests in an accurate and timely manner, making recommendations regarding brand products and services when appropriate. Builds positive relationships with a focus on retaining our most valued guests. Communicates special requests, personal preferences and the delivery of preferred services and amenities to all shipboard departments.
• Promotes the Captain's Club loyalty program and caters to its members by administering benefits and addressing any program-related concerns. In addition, processes enrollments and ensures onboard recognition, program benefits and the proper application of qualifying promotions
• Keeps meticulously accurate and detailed records of our guests' personal information, contact details, sailing history and vacation preferences. Uses internal systemsu2014such as Siebel CRS, Siebel Loyalty, AS/400, IssuTrax, Medalia, Folio Viewer, Encore, Ship Logs, Pre-Cruise Planner and departmental intranet sitesu2014to research and gather the information needed to appropriately respond to a guest's inquiry or concern. Utilizes such systems to also quote rates, confirm reservations, and assist with the purchase of products, including amenities, shore excursions, packages and other items that will enhance the vacation experience for our guests.
•  Focuses on continuous brand improvement and makes recommendations to management regarding enhancement opportunities for products and services, both shipboard and shore side. 
•  Provides basic troubleshooting support for online users attempting to either complete online check-in or access secured sections of the brand website. Efficiently processes inbound / outbound calls, messages, and mail, be they outgoing or incoming.
• Possesses a full understanding of established industry and company protocols and procedures. Understands and complies with departmental standards and established metrics. Attends required training classes, completes required online training courses and satisfies completion standards. Is receptive to being assigned special projects and serving on employee committees at the discretion of management.
• Performs other duties as required. (This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.)

Financial Responsibilities

• Understands and is able to discern guest value to the brand by researching all aspects of the customer experience. Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfactionu2014this pertains to negotiating refunds, special faring and the issuance of Future Cruise Certificates, Letters of Credit, Onboard Credits, and amenities.  
• Analyzes guest financial information and brand value in every interaction. Drives the continuous improvement of guest and brand revenue / APD through the active retention of high value guests.

Qualifications:

• College degree in Hospitality strongly preferred, or relevant front office experience in a luxury hotel.
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive and focused manner.
• Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.
• Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays.
• Proficiency in English. Fluency in a secondary language would be an added advantage.

Knowledge and Skills:

• Relates to the customers need while keeping the companys best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers.
• Exhibits strong interpersonal skills, in addition to exceptional oral and written communication skills. Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side.
• Communicates effectively with all external and internal customers through both verbal and written interactions.
• Demonstrates ability to interpret written concerns and respond appropriately in writing without the use of a template.
• Displays proficiency in Microsoft Windows, Microsoft Office applications, and Lotus Notes.
• Complies with internal policies, guidelines and conduct standards.
• Accurately performs data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.
• Possesses the ability to work in a call center environment (open cubicles in close proximity to others, exposure to continuous background noise, etc.).
• Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, not withstanding scheduled breaks and lunches).
• Hears and speaks clearly using a telephone headset for the purpose of continuously answering inbound telephone calls.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions, the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a PC, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside and outside the office.