CEC, Direct Guest Service Agent

POSITION SUMMARY: 

Under the direction of a Celebrity Engagement Supervisor, Agent addresses a wide variety of internal and external customer needs, Pre- Cruise.  They will respond to all guest and some travel partner inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering personalized, knowledgeable, and genuine and world class service in alignment with the brand vision. The Direct Guest Agent accurately assesses customer needs and adds personal recommendations and touches to achieve maximum customer satisfaction. Makes outbound calls to guests in order to advise of changes to reservations (i.e., redeployments, charters, etc.), and makes changes to the reservation as required. May contact other departments to complete guest’s service requests and provide appropriate responses to guests. They assist with actioning emails from guest as assigned by leadership. They meticulously record individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional. Complies with established protocols, procedures, and quality assurance standards. Team members must have the ability to conform to a pre-determined schedule including daily shifts, breaks, and lunches. Schedules may change as required by the business. 

________________________________________ 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1.           Answers in-bound telephone calls from direct guests and/or travel partners.  Provides general information regarding Royal Caribbean Group products, services and promotions.  Quotes prices and availability including cross-selling and up-selling.  Secures bookings. 

2.           Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.  Researches and provides information in order to accommodate special needs. 

3.           Include doing inbound and outbound calls to upsell an existing booking. 

4.           Analyzes guests’ reservation and recommends any additional revenue components to the guests booking that will enhance the cruising experience. 

5.           Enters required information into Royal Caribbean Group systems and maintains an accurate history of each reservation and any associated transactions.  Uses multiple data base systems, internal computer programs and various computer-based resources. 

6.           Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests.  Directs non-routine matters to the appropriate Royal Caribbean Group resource for special handling and resolution. 

7.           Complies with established industry and company protocols and procedures.  Understands and complies with company quality assurance standards. 

8.           Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees. 

9.           Makes outgoing calls and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations. 

10.         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 

• Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction 

________________________________________ 

QUALIFICATIONS: 

• High school graduation or GED.  Must be at least 18 years of age. 
• 2-year college degree preferred, or 2 years industry experience 
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding world-class 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 business needs. 
• Proficiency in English. 
• Ability to work 5 consecutive days, that may include weekends and evenings 

_____________________________________ 

KNOWLEDGE AND SKILLS: 

• Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources. 
• 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. 
• Ability to work in a fast-paced, metric-driven environment. 
• Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines. 
• Sales skills including positioning products to meet customer needs. 
• Relates to customer needs while keeping the company’s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers. 

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments. 
• Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions. 
• Ability to comply with internal policies, guidelines and conduct standards. 
• Displays proficiency in Microsoft Windows and Microsoft Office applications 

________________________________________ 

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, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may need to travel to other office locations. Must be able to sit at workstation for extended periods. Visual requirements include distant, close and color vision, and ability to adjust focus. Hears and speaks clearly using a telephone headset for the purpose of continuously answering inbound telephone calls. 

________________________________________ 

WORK ENVIRONMENT: 

Successful candidates must have a quite environment at home, with a working station to perform duties taking and making calls. 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. 

EXTERNAL JOB DESCRIPTION:

POSITION SUMMARY: 

Under the direction of a Celebrity Engagement Supervisor, Agent addresses a wide variety of internal and external customer needs, Pre- Cruise.  They will respond to all guest and some travel partner inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering personalized, knowledgeable, and genuine and world class service in alignment with the brand vision. The Direct Guest Agent accurately assesses customer needs and adds personal recommendations and touches to achieve maximum customer satisfaction. Makes outbound calls to guests in order to advise of changes to reservations (i.e., redeployments, charters, etc.), and makes changes to the reservation as required. May contact other departments to complete guest’s service requests and provide appropriate responses to guests. They assist with actioning emails from guest as assigned by leadership. They meticulously record individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional. Complies with established protocols, procedures, and quality assurance standards. Team members must have the ability to conform to a pre-determined schedule including daily shifts, breaks, and lunches. Schedules may change as required by the business. 

________________________________________ 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1.           Answers in-bound telephone calls from direct guests and/or travel partners.  Provides general information regarding Royal Caribbean Group products, services and promotions.  Quotes prices and availability including cross-selling and up-selling.  Secures bookings. 

2.           Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.  Researches and provides information in order to accommodate special needs. 

3.           Include doing inbound and outbound calls to upsell an existing booking. 

4.           Analyzes guests’ reservation and recommends any additional revenue components to the guests booking that will enhance the cruising experience. 

5.           Enters required information into Royal Caribbean Group systems and maintains an accurate history of each reservation and any associated transactions.  Uses multiple data base systems, internal computer programs and various computer-based resources. 

6.           Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests.  Directs non-routine matters to the appropriate Royal Caribbean Group resource for special handling and resolution. 

7.           Complies with established industry and company protocols and procedures.  Understands and complies with company quality assurance standards. 

8.           Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees. 

9.           Makes outgoing calls and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations. 

10.         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 

• Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction 

________________________________________ 

QUALIFICATIONS: 

• High school graduation or GED.  Must be at least 18 years of age. 
• 2-year college degree preferred, or 2 years industry experience 
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding world-class 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 business needs. 
• Proficiency in English. 
• Ability to work 5 consecutive days, that may include weekends and evenings 

_____________________________________ 

KNOWLEDGE AND SKILLS: 

• Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources. 
• 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. 
• Ability to work in a fast-paced, metric-driven environment. 
• Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines. 
• Sales skills including positioning products to meet customer needs. 
• Relates to customer needs while keeping the company’s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers. 

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments. 
• Demonstrated ability to utilize internal computer software and web-based resources. Ability to learn and utilize multiple systems in completion of job functions. 
• Ability to comply with internal policies, guidelines and conduct standards. 
• Displays proficiency in Microsoft Windows and Microsoft Office applications 

________________________________________ 

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, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may need to travel to other office locations. Must be able to sit at workstation for extended periods. Visual requirements include distant, close and color vision, and ability to adjust focus. Hears and speaks clearly using a telephone headset for the purpose of continuously answering inbound telephone calls. 

________________________________________ 

WORK ENVIRONMENT: 

Successful candidates must have a quite environment at home, with a working station to perform duties taking and making calls. 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.