Azamara Cruise Representative

Azamara Cruise Representative

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:

Will service Travel Partners and Direct Guests and provide access to all client service areas within the Azamara Club Cruises organization in a one-stop platform. Agents will serve as liaison between these accounts and Sales, and work closely with all areas to assist the account in growing their business with Azamara. Handles inbound and outbound calls, emails, faxes and mail from travel partners and direct guests. Responsible for processing a high volume of basic, routine transactions for all group types, including allocating and maintaining cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.. Answers general and specific questions regarding groups, product offerings, and policies. Proactively manages all aspects of inventory (cabins, air, hotels, transfers, etc.) and pricing for the largest and most complex groups. Support the Sales Managers responsible for working with a varied account base to assist departments in meeting or exceeding corporate growth goals via service support, telephone and electronic sales.

Career snapshot: 

• Will service Travel Partners and Direct Guests and provide access to all client service areas within the Azamara organization in a one-stop platform. Handles inbound and outbound calls, emails, faxes and mail from travel partners. Reviews and acts on sales calls and inquiries for the various sales functions/fields, and Travel Partners and Direct Guests. Leverages these interactions to create selling opportunities.

• Responsible for processing a high volume of basic, routine transactions for all group types, including allocating and maintaining cabin inventory, cruise tours, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments. Answers general and specific questions regarding their groups, product offerings, and policies. Proactively manages all aspects of inventory (cabins, air, hotels, transfers, etc.).

• Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations for all assigned groups. Manages all aspects of group and FIT coordination for Azamara groups with unique terms or extreme complexity, and agencies doing business under unique terms.

• Responsible for outbound calls including managing 200% Suite Deposit FIT & Groups; Children Programs; Paid Upgrades; Deployment Changes; Visa, CIBT Call outs, returned messages (mainly CVP).

• Provides information and enrollments for Travel Agents clients into Loyalty programs. Answers questions pertaining to membership, fulfillment of membership collateral and problem resolution. Will describe and promote Azamara products and services as requested.

• Investigates travel agent/guest complaints on bookings, produce, 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 travel agent/direct guests complaint. Representative will serve as liaison between these products and Sales, Revenue Management, Guest Port Services (GPS) and other areas as necessary.

• Manage Email Inboxes including: Azamara Customer Service; Groups; Le Club Voyage; Custom Air/Choice Air; Onboard Bookings (passages).

• Manage Groups Workload including: Call Suites Report, Balance Due Report, Contracts, creating and servicing, National Account Promotions (7 Reports), Accounting Reports (4 Reports), Insight, Azamara DFC and DTS Call Reports, Option Code Report.

Requirements:

u00b7         One to three years sales experience including cold calling

u00b7         Knowledge of AS400 or similar reservations system

u00b7         Ability to use advanced business and sales knowledge to make decisions

u00b7         Use of sound judgment

u00b7         Proficient in negotiation skills

u00b7         Ability to write reports, memos and business correspondence

u00b7         Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals

u00b7         Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

u00b7         Ability to work, interact, and communicate with external/internal customers at all levels

u00b7         Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customer needs

u00b7         Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form

u00b7         Ability to deal with problems involving several concrete variables in standardized situations

u00b7         Ability to understand and communicate government regulations

Preferences:

u00b7         Associates or Bachelor Degree

u00b7         World geographical knowledge

u00b7         Knowledge of international travel and basics

u00b7         Call Center experience in a travel environment

u00b7         Microsoft Word and Lotus Notes experience

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as Representative, Azamara.  Once you click to apply below, it will take you 10-15 minutes to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site. 

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.

Job: Trade Support & Services
Primary Location: United States-Florida-Miami
Schedule: Full-time
Shift: Day Job
Employee Status: Regular