Supv, 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.

Position Description:

The Celebrity Cruises One-Touch Supervisor oversees a multifunctional team whose primary responsibility is to deliver luxury service in alignment with the brand vision by responding to guest inquiries in an expedient manner and providing resolution in one contact. The Supervisor ensures all key performance metrics established for members of the One Touch organization are met. In addition, the Supervisor assists in the development of the staff by providing consistent coaching and feedback to ensure every member of the One Touch team accurately assesses guest needs and adds personal touches to achieve maximum customer satisfaction. Furthermore, the Supervisor carefully monitors the One Touch staff to make certain individual preferences and interactions are being meticulously recorded, in order to guarantee that no request requires repeating and every experience with Celebrity Cruises is exceptional.

Essential Duties and Responsibilities:

• Champions the Celebrity One Touch vision and serves as a knowledge base for One Touch representatives. Possesses a full understanding of established industry and company protocols and procedures. Fosters an environment that promotes building positive relationships and retaining the brands most valued guests through superior service.
• Interviews and selects employees best suited to operate within the One Touch philosophy. Reviews staff performance and enforces compliance with company policies and procedures.
• Ensures that service level and operational goals are being met by the One Touch organization. Keeps apprised of pending volume and staff productivity. Makes certain One Touch representatives are using the companys internal systems Siebel CRS, Siebel Loyalty, AS/400, IssuTrax, Medalia, Folio Viewer, Encore, Ship Logs, Pre-Cruise Planner and departmental intranet sites to maintain meticulously accurate and detailed records of our guests personal information, contact details, sailing history and vacation preferences.
• Maintains open door policy. Assists with any consultative questions that arise. Provides guidance and coaching to One Touch representatives seeking advice, as well as those struggling to meet department performance goals. Holds regular briefings, trainings, and one-on-one sessions for the frontline One Touch staff.
• Focuses on continuous brand improvement and recommends solutions to recurrent problems found within the One Touch organization during everyday call processes. Suggests advancements in the areas of documentation methods, revenue management procedures, service, accounting methods and procedures, to prevent unnecessary difficulties and complications. Actively seeks enhancement opportunities for products and services, both shipboard and shore side.
• Develops rapport with all customers, internal and external, in order to resolve challenges and service failures efficiently while strengthening guests loyalty to the Celebrity brand. Follows up on recommended adjustments to ensure customer satisfaction. Makes decisions on special fares, exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with best interest of both the company and the customer.
• Handles upset and challenging callers who are escalated to the leadership level. Investigates and addresses escalated travel agent and guest complaints about booking(s), products, services, the billing process, air, and pre- / post-vacation experiences. Carefully and efficiently evaluates resolution options and displays superior customer service soft skills to amicably and positively handle each escalated call to its conclusion.
• 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 satisfactionu00bfthis 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, to accommodate a 24-hour-per-day operation.
• Proficiency in English. Fluency in a secondary language would be an added advantage.
  Knowledge and Skills:
• Relates to the customers needs 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.
• Holds advanced knowledge of company contact center systems; policies and procedures relating to cruise reservations; loyalty member programs; and all sales, marketing and revenue promotional offers.
• 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.

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, to accommodate a 24-hour-per-day operation.
• Proficiency in English. Fluency in a secondary language would be an added advantage.

Knowledge and Skills:

• Relates to the customers needs 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.
  Holds advanced knowledge of company contact center systems; policies and procedures relating to cruise reservations; loyalty member programs; and all sales, marketing and revenue promotional offers.
• 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.