Agent, CO Groups RCI

Great vacations begin with great employees! 

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  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 polices 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 proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Royal Caribbean
• International. 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.
• Examines pertinent information to determine accuracy of customer complaint and to determine findings, adjustments, and recommendations such as credit for future cruise, refund of money, credit of customers account, or adjustment of customers bill, cabin upgrade, restoration of booking etc.
• 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.
• 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.

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.

Preferred:

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

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 our Agent, CO Groups RCI.  Once you click to apply below, it will take you 10-15 mins 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: Sales
Primary Location: United States-Florida-Miramar
Schedule: Full-time
Shift: Day Job
Employee Status: Regular