STAR Advocate

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.

STAR Advocate

Position Summary:

The STAR Advocate will service Top Accounts and provide access to all client service areas within the RCCL 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 RCCL.

This role handles inbound and outbound calls, emails, faxes and mail from travel partners, as well as processing a high volume of basic 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.  The STAR Advocate will answer general and specific questions regarding groups, product offerings, and policies, while proactively managing all aspects of inventory (cabins, air, hotels, transfers, etc.) and pricing for the largest and most complex groups.

Responsibilities:

• Responsible for proactively managing the relationship with multiple travel agents for groups under immediate coordination by clearly explaining what is expected from the travel agent and what they can expect from RCCL.
• Responsible for overseeing all aspects of group coordination from date of initial deposit to sailing termination for all group types. 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.
• 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 RCCL 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 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.
• 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 travel partners and guests.
•  Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactions.
• Ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention.
• Responsible for reconciliation of all financial transactions for group and individual business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing.
• Makes decisions regarding the offering of special faring and approves/denies exceptions to company guidelines, upgrades or other inducements to ensure continued guest satisfaction.
• Performs other duties as required.

Qualifications:

• Bachelors degree (BA) preferred or equivalent combination of education and experience/training in customer service, loyalty, or groups
• Must have excellent organizational skills, and be able to recall and apply standard procedures. Must use good judgment in providing quality service.
• Excellent interpersonal skills a must. Must be able to work across departments. Strong analytical and problem solving skills are required, along with excellent written and verbal communication

Additional Skills:

LANGUAGE: Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals.

INTERPERSONAL: Ability to work, interact, and communicate with external/internal customers at all levels.

MATHMATICAL: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.

SYSTEMS: Knowledge of AS400 or similar reservations system required. Microsoft Word and Lotus Notes experience preferred.
CERTIFICATES, LICENSES, REGISTRATIONS: None required.

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 STAR Advocate. 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.