Logo of Huzzle

Representative, Celebrity Casino

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Manila

AI generated summary

  • You need a degree, 6 months of call center experience, sales and casino background, strong communication skills, relationship-building ability, and proficiency in reservations systems and MS Office.
  • You will service clients, manage reservations, answer inquiries, sell cruise packages, resolve complaints, liaise with teams, and meet productivity goals while handling communications.

Requirements

  • Minimum 4 years college degree preferred
  • Minimum of 6 months Royal Caribbean Group call center experience required
  • Previous sales experience preferred
  • Previous shoreside or ship-based Casino experience preferred
  • Previous external-facing (phone or front of house) experience with high-value guests preferred
  • Use of sound judgment is essential
  • Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customer needs
  • Must be able to use clear and precise communication with the guests about all details of their vacation
  • Ensure accurate and complete information is provided throughout the booking process
  • Takes ownership of a situation and walks it through completion
  • Ability to write reports memos and business correspondence Ability to read and comprehend complicated instructions short correspondence memos and procedure manuals
  • Ability to effectively present information in one-on-one and small group situations to customers clients and other employees of the organization
  • Ability to work interact and communicate with external/internal customers at all levels
  • Ability to apply common sense understanding to carry out instructions furnished in written oral or diagram form Ability to deal with problems involving several concrete variables in standardized situations Ability to understand and communication government regulations
  • Maintains a level of professionalism which is consistent with Royal Caribbean Group standards
  • Displays the highest degree of personal integrity; takes responsibility for personal growth
  • Knowledge of AS400 or similar reservations system required Microsoft Word Microsoft Excel Microsoft Access and Lotus Notes experience preferred
  • While performing job functions the employee is regularly required to sit stand write review and type reports compile data operate a pc communicate listen and assess information The employee may move about the office complex may travel to other office locations and may lift push pull or move 10 - 15 pounds Visual requirements include distant close and color vision and ability to adjust focus

Responsibilities

  • Will service Travel Partners and Direct Guests who are members of Casino Blue Chip Club or sourced through shore side partnerships and provide access to all client service areas within the Celebrity Cruises organization in a one-stop platform
  • Handles inbound and outbound calls emails faxes and mail from travel partners Other CEL Reps and Direct Guests
  • Handles all aspects of direct group reservations including allocating cabin inventory air gateways pre and post hotel packages and dining assignments entering manifests and applying payments
  • Answers general and specific questions regarding groups product offerings and policies
  • Sells cruise vacation packages for Celebrity Cruises by verifying the products and promotions that could be aligned with customer interest as well as the availability in the database/system based on the required dates
  • Reviews daily and monthly productivity goals to ensure adherence to schedule and department objectives
  • Investigates travel agent/guest complaints on bookings produce service billing air credit or pre/post vacation experiences Examines booking history accounting information related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea Groups Reservations Accounting Revenue Management Documentation sales etc to obtain facts regarding travel agent/direct guests’ complaints
  • Representative will serve as liaison between these products and Sales Revenue Management Guest Port Services (GPS) and other areas as necessary
  • 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

FAQs

What is the primary role of a Representative at Celebrity Casino?

The primary role of a Representative at Celebrity Casino is to provide the highest level of service to high-value casino guests, understanding their needs to increase their annual visits to Celebrity Cruises.

What qualifications are required for this position?

A minimum of a 4-year college degree is preferred, along with at least 6 months of Royal Caribbean Group call center experience. Previous sales experience and shoreside or ship-based casino experience are also preferred.

What kind of experience is preferred for applicants?

Preferred experience includes sales experience, shoreside or ship-based casino experience, and external-facing (phone or front of house) experience with high-value guests.

What software skills are necessary for the position?

Candidates should have knowledge of the AS400 or similar reservations system. Experience with Microsoft Word, Microsoft Excel, Microsoft Access, and Lotus Notes is also preferred.

What are the essential duties of the Representative?

Essential duties include servicing travel partners and direct guests, handling reservations, responding to inquiries, selling cruise vacation packages, and achieving revenue targets, among other responsibilities.

What type of communication skills are required?

Strong verbal and written communication skills are essential, including the ability to present information clearly, maintain clear communication with guests, and effectively handle various customer interactions.

Is previous customer service experience necessary for this role?

Yes, previous customer service experience, especially with high-value guests, is highly preferred for this position.

How does this role interact with financial transactions?

The Representative is responsible for reconciling all financial transactions for group and individual business, including processing refunds and ensuring accurate pricing.

Will I need to handle travel complaints?

Yes, the Representative will investigate travel agent and guest complaints related to bookings and seek to provide appropriate service recovery within compensation parameters.

What level of professionalism is expected in this position?

The Representative should maintain a level of professionalism consistent with Royal Caribbean Group standards, displaying personal integrity and taking responsibility for personal growth.

Journey with us.

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

At Royal Caribbean Group, we deliver unforgettable vacations to guests who trust us with life’s greatest moments. We build the best ships, and even better careers, all while doing the right thing. We are passionate. We are innovative. We are unstoppable. We open the world to our employees. Your journey is our journey — chart your own course. Journey with us! Our culture: 

What sets the Group apart is the multicultural environment we create with employees from over 126 countries. We cultivate a workplace where employees feel they can be themselves, are appreciated because of their differences and are empowered to become part of the fabric of the Group. We have been repeatedly recognized by the Ethisphere Institute as one of the World’s Most Ethical Companies. For us, it’s a simple three-word phrase: Make good choices. Our employees have a commitment to compliance, doing the right thing and integrity. Our brands: 

Royal Caribbean Group (NYSE: RCL) is a cruise vacation company comprised of three award-winning global brands: Royal Caribbean International, Celebrity Cruises, and Silversea Cruises. Royal Caribbean Group is also a 50% owner of a joint venture that operates TUI Cruises and Hapag-Lloyd Cruises. Together, our brands operate a global fleet of 60 ships traveling to more than 800 destinations worldwide. Our promise: 

We deliver the best vacation experiences, responsibly. Every one of our values and actions flows from this promise. To operate the safest ships on the seas. To protect the oceans we sail. To put people and communities first in everything we do.