Representative, Club Royale
3 weeks ago
Position Summary:
The essential function of a Club Royale Representative is to provide the highest possible level of service to our database of high value casino guests and to understand these high value guests' needs in order to increase their number of annual visits to our ships. Will service Travel Partners, Direct Guests, and Direct Group reservations to provide access to all client service areas within the Royal Caribbean International organization in a one-stop platform. To be effective they must be organized, detail oriented, committed to outstanding customer service and able to quickly calculate and make decisions based on financial data.
Essential Duties and Responsibilities:
Financial Responsibilities:
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.Responsible for achieving pre-determined revenue targets.Responsible for reconciliation of all financial transactions for group business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing.Responsible to keep Royal Caribbean International consumer data secure including but not limited to, guest credit card information and casino gaming data (except as directed by management.)Creating reservations in accordance with Royal Caribbean International standards
Qualifications:
Previous sales experience preferred.Previous shoreside or ship-based Casino experience preferred. Previous external-facing (phone or front of house) experience with high-value guests preferred.Minimum 2 years college degree preferred.Minimum of 1 year call center experience required preferably in a hospitality / travel related field.Able to Communicate in Mandarin FluentlyAble to Read in MandarinDay-shift Schedule but must also be amenable to a Mid-shift ScheduleWork on Site (One Ayala Tower, Makati City)
Knowledge and Skills:
Use of sound judgment is essential.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.Must be able to use clear and precise communication with the guests about all details of their vacation.Ensure accurate and complete information is provided throughout the booking process.Takes ownership of a situation and walks it through completion.Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.Ability to work, interact, and communicate with external/internal customers at all levels.Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communication government regulations.Maintains a level of professionalism which is consistent with Royal Caribbean standards.Displays the highest degree of personal integrity; takes responsibility for personal growth.Knowledge of AS400 or similar reservations system required. Microsoft Word, Microsoft Excel,Microsoft Access and Lotus Notes experience preferred.
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