Manager, Club Royale

Position Summary:
Responsible for meeting strategic KPIs while growing and contributing to overall business objectives, by managing the development and overall performance of the Consumer Outreach, Casino Royale Supervisors and Agents, specifically for the Royal brand. 

Essential Duties and Responsibilities:


  • Develops and implements Consumer Outreach strategies and tactics in order to meet strategic goals. Collaborates across RCCL departments to pursue and develop additional programs and processes to support new policies, procedures and opportunities such as Royal Casino sales and service programs.
  • Provides the Consumer Outreach Club Royale Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
  • Directs the efforts of the Consumer Outreach Supervisory staff in order to optimize general service level goals other performance objectives, and morale, while enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies, Quality Assurance Standards and optimal resolution of escalation. Makes recommendations to improve center efficiencies and customer satisfaction.
  • Identify opportunities to develop and/or recommend service skills enhancement tools and training and oversee the use of all Sales Skill Enhancement Tools such as Communication Coach, Witness Coaching/Development, Choice Air and any other proprietary tools.
  • Effectively manages resources to meet all corporate objectives, determines and measures important metrics in order to effectively identify areas of strength and areas needing improvement including service levels, booking volume targets, abandonment, conversion (call to booking ratios), product yield (minimizing the cost of sale to Casino Operations), shrinkage, compliance, QA standards, Cabin category mix/revenue and any other statistical measurements/goals. 
  • Ensures QA standards and objectives are met and exceeded through program development that is consistent with the strategy described by the business.  Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or in the event that the program is not producing needed results. Ensures that all members of the Consumer Outreach Casino Division represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives.  Remains visible and approachable to all members of the Consumer Outreach Department to ensure open, 2-way communication.
  • Recommends, interprets and implements company policies and procedures regarding direct customer and Trade bookings.  Ensures all employees meet the highest standards of ethical behavior.
  • Successfully leads medium size population of employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for Consumer Outreach employees, manages the performance improvement/disciplinary processes, ensures the performance appraisal process is completed in a fair and timely manner.
  • Interfaces with all internal functions in order to build effective business relationships, facilitates problem resolution, and process improvements.  Appropriately delegates assignments and authority.   Maintains strong productive relationships among peers, subordinates and superiors.
  • Plays an active role in any required development and execution of both agent and Coach incentive plans (when applicable) to ensure recognition and reward for the behavior changes necessary to make the organization successful.


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.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.