Representative, Guest Programs

REPRESENTATIVE, GUEST PROGRAM

Position Summary:

Guest Programs Representatives must demonstrate an upbeat and friendly disposition and excellent customer service skills to represent Royal Caribbean International and the Crown & Anchor Society as best-in-class. The Guest Programs service center provides one-stop call handling for travel partners and direct guests regarding multiple unique programs which have a guest forward-facing responsibility. Representatives promote and assist with Royal Caribbean International products and services including, but not limited to, Crown & Anchor Society program benefits, My Cruise Rewards credit card redemptions and program benefits, Hilton Grand Vacation reservations and servicing, Royal Incentive Rewards sales, and gift certificate programs. Team members are responsible to conduct research and may complete special projects.

Essential Duties and Responsibilities:

• Assists travel partners, guests, and internal callers with questions or concerns regarding Crown & Anchor Society programs, credit card partnerships, Royal Caribbean products, services and promotions.  Provides information on program guidelines, benefits, and recognition.
• Supports sales and redemption of Hilton Grand Vacation certificates, Royal Incentive Rewards and gift certificate programs.
• Delivers personalized service to retain and support our most loyal guests, applying courteous, professional and efficient call handling techniques.
• Services Crown & Anchor Society membership accounts including processing new enrollments, updating member information, analyzing cruise histories and membership points, applying pre-cruise benefits, and recording guest preferences.
• Enters required information into Royal Caribbean systems and maintains an accurate history of transactions.  Uses multiple data base systems, internal computer programs and various computer-based resources.
• Assists travel partners and/or guests in navigation of consumer websites supporting loyalty programs and guest experience.
• Conducts research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. 
• Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees.
• 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.

Qualifications, KNOWLEDGE, AND SKILLS

• High School Diploma required; Associate degree preferred.
• A minimum of six months of customer service experience. 
• Six months Royal Caribbean experience preferred.
• Highly effective communication skills with both internal and external customers. Attention to detail.
• Excellent customer service abilities that strengthen relationships with high value guests to encourage retention and continued brand loyalty.
• Demonstrated ability to utilize internal computer software, web-based resources, and Microsoft Office programs. Ability to learn and utilize multiple systems in completion of job functions.
• Ability to work in a fast-paced, metric-driven environment. 
• Decision making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain cruise point calculations, promotions, basic accounting, commissions, and payments.
• Ability to comply with internal policies, guidelines and conduct standards.
• Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.