Lead, Guest Communications

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.

The position is onsite and based in Miami, Florida.

Position Summary:

The Lead, Guest Communications is the subject matter expert regarding communications systems including Everbridge, Blastfax, Crossmedia, Taskmanager, OneSignal, and Batchlist. They will lead projects from inception to completion, providing continuous communication of project status while ensuring on-time delivery of projects with minimal to no supervision. The Lead will also conduct and coordinate analyses in support of operations and decision making. Other responsibilities include:

• Manages and executes the Everbridge/Blastfax, Crossmedia, and Batchlist communication systems for both domestic and international guest communications for all situations that require immediate and timely data uploading and distribution. 
• Conducts research and creates and/or produces ad hoc reports to support projects assigned by various levels of management.
• Creates standardized reporting formats to track operational trends and team/individual performance.
• Summarizes trends and relations through graphs, pivots, schedules and memorandums.
• Analyzes data, considers available solutions or alternate methods of proceeding and prepares recommendations for implementation of new reporting, policies, procedures, and processes.
• Requires on-call hours after normal work hours.
• 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. 
• The incumbent will be required to perform any other job-related duties as assigned by their supervisor or management.)

Qualifications and Education:

• Bachelor’s degree (B.A.) from a four-year college or university preferred
• Associates degree in a related discipline plus 2-4 years related experience and/or training required, or equivalent combination of education and direct industry experience
• Previous cruise line or travel industry experience preferred

Internal/External Relationships:

Internal:

• Collaborate with the Guest Communications teams to organize, coordinate and deploy communications.
• Assists Business Insights team with development and implementation of reports for Management and Supervisor teams.
• Collaborates with Marketing, IT Software Engineer, and IT Specialists to ensure quality and accuracy within project deadlines.
• Communicates pertinent and confidential details to managers, supervisors, and cruise representatives. 

External:

• Acts as the SME in partnership with partners in IT when communicating with external business solutions partners.

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.

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