Specialist, Guest Experience Operations

This position is on – site in our Royal Caribbean Headquarters Miami 1050

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Guest Experience Team has an exciting career opportunity for a full-time Specialist, Guest Experience Operations reporting to the Manager, Guest Experience Data Analytics.

Position Overview 
The Guest Information Specialist supports the Departmental Lead Analyst in providing the company with reports and information.  This role evaluates and analyzes data from various databases and systems.  Creates reports using numerous tool queries to support management. Specialist would need to use independent judgment in their tasks.  Serves as departmental liaison with internal departments, representing the interests of the department and formulating mutually beneficial solutions for processes and issues.

Key Responsibilities

• Analyzes data, considers available solutions or alternate methods of proceeding and suggests recommendations for implementation of new systems, policies, procedures or processes.  Defines guidelines and parameters for evaluating the appropriate problem resolutions.
• Conducts research analyzing possible fraud and other law enforcement cases.  The position will not only analyze, create reports and identify possible new issues, they will also call guests, verify data and cancel reservations.
• Extracts pertinent information for further analysis and maintains that information in a database.
• Support of Fleet wide APIS (Advanced Passenger Information System) electronic transmissions of Crew and Guest manifests for clearance in worldwide ports.  This includes the testing of software and supporting operational ship issues.
• Designs surveys based on customer requirements for our department and external requests. Formats easily readable survey format and final reports.
• Administrates processes and daily workload of staff in the absence of Supervisor.

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.

Knowledge and Skills

• Excellent interpersonal skills to communicate in a multicultural environment with all levels of employees and management.  Should possess good verbal and written communication skills. 
• Strong analytical ability and problem-solving skills.
• Ability to keep detailed records and write clear, detailed reports, business correspondence, and procedure manuals. 
• Ability to build and maintain successful business relationships throughout the department and the company as a whole.
• Ability to solve complex problems and deal with a large number of variables in situations where only limited standardization exists.

Qualifications and Education

• Bachelors degree (B.A.) in an analytical or business discipline from a four year college or university 2- 4 years related experience and/or training required; or equivalent combination of education and experience. 
• Computer skills required:  Microsoft Excel, Word, Access, PowerPoint, Project, Survey Tool, Hyperion, Power BI and Microsoft Outlook required.  As400 Reservation system experience preferred.

Financial/Quantitive Responsibilities

• Workflow requests through Accounting

Physical Requirements

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. 

Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person.  Specific vision abilities required include close vision and ability to adjust focus.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. The noise level in the work environment is usually moderate.  A high noise level is possible if visiting shipboard or offsite locations.

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.

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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