Lead, Guest & Trade Services

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 brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, guest & trade services reporting to the Head of Guest & Trade Service.

The Guest & Trade Services Lead is responsible for the overall sales & operational delivery for LACAR IRs and Brazil contact center in the LACAR region.  The primary objective is to maximize revenue-generating opportunities, identify efficiencies and ensure the quality to customers is constantly improved.  This is achieved by aligning with the brand’s strategic priorities and delivering on effective account management of our supplier and its contractual obligations via performance measurement of KPI’s and SLA’s.

The role is accountable to maximise performance through efficient ways of working the operational & sales processes in the contact center and delivery of continuous improvement projects whilst maintaining the highest standards of guest experience in line with the company’s expectations.

Working closely with the Guest Experience team and LACAR IR contact center, Guest & Trade Services Lead responsibilities extend to giving direction and resolution advice to the supplier and the brand teams as well as activating and managing incidents across LACAR IRs and Brazil market from start to finish.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

ACCOUNT, SALES & STAKEHOLDER MANAGEMENT

•  Manage KPIs, SLAs and work with the supplier and other remotely managed departments to continuously improve sales performance & maximize the guest experience
• Deliver effective working relationships and plans with key supplier contacts and exchange feedback on a weekly basis
• Be accountable to brand stakeholders by ensuring the supplier delivers to the brand strategies
• Provide Leadership Team with performance updates and attend meetings to update when necessary
• Contribute to the planning and input on Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Deliver Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Propose, build and manage an annual incentive & educational plan for contact center
• Responsible for reviews & approvals of supplier strategies to deliver maximum performance and mitigate risks
• Initiate & manage the success of the operational action plans to correct underperforming areas.  Evaluate & measure the improvement of the supplier.
• Give direction of the quality assurance expectations with focus on effectives sales techniques, provide feedback and coaching and attend calibration sessions
• Responsible for communicating financial new tasks to the agents in call center and update training plans if needed
• Attend weekly & monthly status review calls on overall performance with the supplier’s Operations Management

OPERATIONAL DELIVERY & CONTINUOUS IMPROVEMENT EFFICIENCIES ACROSS LACAR IRs and BRAZIL CONTACT CENTRES

• Understand and communicate the brand strategy across LACAR IRs and Brazil Market to the contact center to maximize the sales & operational deliverables
• Communicate & implement change as and when necessary to support the brand strategies
• Build a proficient knowledge of legal and commercial structures and policies for all markets and contact centers represented for LACAR IRs and Brazil
• Identify & lead efficiency opportunities for the brand and contact centre teams in LACAR IRs and Brazil market by recommending best practice ways of working
• Initiate workstreams with the brand to continually evaluate the way we work on revenue generating workstreams and call avoiding efficiencies
• Lead assigned projects and manage the implementation of changes & efficiencies to the supplier and monitor
• Act as a subject matter expert and deliver its smooth transition into the contact centre operation
• Act as brand ambassador for Royal Caribbean Group
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Act as the link between the contact center, the brand and the supplier
• Audit & evaluate company loss reports and implement improvements
• Provide leadership & line manage your report line via reviews and yearly appraisals and develop a multiple skill base and career development plan
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Coach & develop your report line as part of succession planning

GUEST EXPERIENCE

•  Review the number of escalations received with the Guest Experience team on a regular basis
• Support guest resolutions when necessary with the aim to provide a one touch resolution
• Partner with the Guest Experience team to understand & evaluate trends and areas for improvement within the contact center

INCIDENT MANAGEMENT

• Partner with the Guest Experience Manager for the successful communication and execution of managing the supplier through ship incidents that require contact centre support
• Be part of the out of hours duty team roster for LACAR IRs and Brazil and the Go! Team

• Be flexible to the demands of the business

ADMINISTRATION

•  Responsible for following contractual obligations in terms of supplier invoices & any incentives owned by RCL
• Oversee audits on supplier staff accounts & RCG’s knowledge desk pages and financial audits (special faring, OBC)
• Regularly review and sign off updates to the Standard Operating Procedures via the supplier
• Approve & sign off new starter system access, leavers & movers within the contact centres
• Approve IT tickets within SLA and escalate accordingly to ensure minimal disruption to business continuity

EXPERIENCE / KNOWLEDGE & SKILLS

• Previous experience of contact centre operational sales & account management essential with Brazil and LACAR IRs
• Must have excellent analytical skills to review reports and summarise key trends
• Superior decision-making skills required, including the ability to think critically and use independent judgment
• Previous experience of working within an international organisation is desirable
• AS400/GUI experience desirable
• Siebel knowledge desirable

QUALIFICATIONS:

• Educated to A-Level standard or above
• Proficient in the use of Microsoft Windows and Office programs such as Word, Excel and PowerPoint

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.