Consumer Outreach Groups Agent

Great vacations begin with great employees!

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

Position Summary:

Responsible for handling high volume Royal Caribbean International group sales and service calls from direct consumers. Proactively probes for needs and closes new sales opportunities and service existing direct group business. Discusses and gains agreement on policies and procedures with customers and handles all routine and out of the ordinary direct group requests and situations. Handles all aspects of direct group reservations from creation to after sailing follow-up.

Career snapshot: 

• Handles all aspects of direct consumer groups and provide access to all client service areas within the Royal Caribbean organization in a one-stop platform
• Handles inbound and outbound calls, emails, faxes and mail from direct consumers interested in group travel or already reserved group travel
• Responsible for processing a high volume of basic, routine transactions for all direct groups, including allocating and maintaining stateroom inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments
• Clearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumers
• Answers general and specific questions regarding their groups, product offerings, and policies. Proactively manages all aspects of inventory (stateroom, air, hotels, transfers, etc.) and collection of payments
• Responsible for overseeing all aspects of group from date of initial booking to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations
• Oversees all aspects of group and FIT coordination for the most unique and complex products such as Cruisetours
• Investigates guest complaints on bookings, product, service, billing, air, credit, or pre/post vacation experiences
• Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales etc, to obtain facts regarding guest complaint
• Appropriately handles buy-in group phone calls and actively collects all individuals within a group contact information such as mailing address, phone number, email address, etc
• Recommends to management improvements in product, booking and documentation methods, revenue management procedures, service and accounting procedures etc.
• Finds options and alternatives and communications limitations in a positive manner
• Records accurate transaction histories and prepares customer correspondence directed to guests. Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactions.

 Requirements:

• Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required
• Experience with AS400 or similar reservations system required

Preference:

• One year of experience in high volume call center or sales/customer service work environment
• Microsoft Word, Excel and Lotus Notes experience

Royal Caribbean Cruises LTD. is an equal opportunity employer committed to hiring a workforce as diverse as the customers we serve. RCL is committed to providing a fair and equal employment opportunity for all regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. We do not tolerate an environment which promotes discrimination on any of the aforementioned classifications. At RCL, great vacations begin with great employees. We respect, recognize, and embrace the unique contribution each individual brings to our Company, and we are fully committed to supporting a rich culture of diversity as the foundation of our business success.