Resolution Specialist, Guest

17 hours ago

Pasay, National Capital Region, Philippines Royal Caribbean Group Full time ₱600,000 - ₱800,000 per year

Position Summary
Resolution Specialist provides comprehensive resolution to agents with complex guest related concerns,

issues, and requests to the highest professional standards. He is also responsible in tracking the progress

of agent's and recommends performance improvement plans for those who are not meeting established

standards.

Essential Duties And Responsibilities

  • Shore-based resolution specialist that functions both direct and trade program/account.
  • Provides comprehensive resolution to agents with complex guest related concerns, issues, and

requests.

  • Monitors and audit assigned team/agents in accordance with Celebrity Cruises requirements.
  • Provide personal and proactive feedback to agents both in one on one and group settings.
  • Assists with escalation when the organization deems it essential.
  • Track progress of agent's; recommends performance action plans for agents who are not

meeting established standards.

  • Work with supervisors and management to ensure that all agents are meeting quality standards.
  • Monitors phone calls to make sure agents comply with the Quality standard set by Celebrity

Cruises.

  • Provides coaching feedback to agents in the most effective and efficient means for handling

phone calls without sacrificing customer service, while achieving the stated goals.

  • Facilitates Quality orientation to new hire agents.
  • Creates Root Cause Analysis report to determine which part of the compliance metrics

negatively affecting the program and suggests process improvement.

  • Participates and conducts weekly calibration session.

Knowledge And Skills

  • Minimum 3-years' experience in the quality side, and handling escalations.
  • Should demonstrate ability to solve complex problems using critical thinking skills.
  • Works effectively with others by establishing and maintaining positive working relationships

built on mutual respect and trust.

  • F&B Service Attendant

    6 days ago

    Pasay, National Capital Region, Philippines Hotel Specialist (Tagaytay), Inc. Full time ₱15,000 - ₱25,000 per year

    Meets and exceeds customers and team members' expectations Serves guests with food and beverage Ensures prior preparation to service Ensures customer satisfaction Gives necessary information to customers. Handles minor customer complaints. Maintains good customer relations all throughout service General ResponsibilitiesMeets and exceeds customers and...

  • Dining Staff

    3 days ago

    Pasay, National Capital Region, Philippines Fame Inc. Full time ₱80,000 - ₱120,000 per year

    Exceptional Guest Experience & Communication: Proactively exceed guest expectations by providing swift, friendly, and attentive service. Act as a primary menu resource, clearly articulating daily specials, answering detailed inquiries about dishes, and offering informed recommendations to enhance the dining experience.Conflict Resolution & Satisfaction...

  • Concierge

    6 days ago

    Pasay, National Capital Region, Philippines Golden Topper Investments, Inc. Full time ₱250,000 - ₱350,000 per year

    Job Descriptions:Cater to all clients, especially VIP guests and must give exceptional customer serviceResponsible to carry on daily customer service operations of the propertyManagement of customer complaints in coordination with building engineer, property manager or concerned personMaintain updated records of customer requests and complaints and its...

  • IT Specialist

    18 hours ago

    Pasay, National Capital Region, Philippines The VITO Group Full time ₱400,000 - ₱600,000 per year

    The IT Specialist provides day-to-day technical assistance to users, ensuring smooth operation of desktops, laptops, and peripherals. The role supports incident resolution, preventive maintenance, and end-user service requests under SLA commitments.Key Responsibilities:Provide first-level and second-level support for end-user devices, printers, and network...

  • Agent, CO Inbound Service

    2 weeks ago

    Pasay, National Capital Region, Philippines Royal Caribbean group Full time $40,000 - $80,000 per year

    Agent CO Inbound ServiceJourney with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group We are proud to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the worldWe are proud to be the...

  • Agent, CO Inbound Service

    2 weeks ago

    Pasay, National Capital Region, Philippines Royal Caribbean Group Full time $40,000 - $80,000 per year

    Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.We are proud to be the vacation-industry leader with global...

  • Front Desk Concierge

    3 days ago

    Pasay, National Capital Region, Philippines Golden Topper Investments, Inc. Full time ₱240,000 - ₱264,000 per year

    Job Descriptions:Cater to all clients, especially VIP guests and must give exceptional customer serviceResponsible to carry on daily customer service operations of the propertyManagement of customer complaints in coordination with building engineer, property manager or concerned personMaintain updated records of customer requests and complaints and its...

  • Sous Chef

    1 week ago

    Pasay, National Capital Region, Philippines Newport World Resorts Full time ₱1,200,000 - ₱2,400,000 per year

    JOB SUMMARYThe Sous Chef supports the Executive Chef in ensuring high-quality culinary operations and efficient kitchen management. This role maintains consistent food production, optimizes resource utilization, drives menu innovation, upholds regulatory compliance, and enhances guest satisfaction. Operating within established food safety standards,...

  • Executive Housekeeper

    3 days ago

    Pasay, National Capital Region, Philippines Newport World Resorts Full time ₱360,000 - ₱720,000 per year

    JOB SUMMARYThe Executive Housekeeperis responsible for leading and managing all aspects of the housekeeping department to ensure exceptional cleanliness, organization, and guest satisfaction across guest rooms, public areas, and back-of-house spaces. This role requires a balance of strategic planning, leadership, and operational expertise to uphold and...

  • Support Specialist

    3 days ago

    Pasay, National Capital Region, Philippines ClinicMind Full time ₱250,000 - ₱500,000 per year

    ClinicMind is a leader in providing innovative solutions for healthcare practice management, delivering tools that empower clinics to run more efficiently while enhancing patient engagement. Our PatientHub platform enables seamless communication, scheduling, and interaction between patients and providers.We are seeking a highly skilled Support Specialist to...