Representative, Celebrity Casino Manila 

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

 

Position Summary: 

The essential function of a Representative, Celebrity Cruises Casino is to provide the highest possible level of service to our database of high value casino guests and to understand these high value guests’ needs in order to increase their number of annual visits to our ships.  

Will service Travel Partners, Direct Guests, and Direct Group reservations to provide access to all client service areas in the Celebrity Cruises organization in a one-stop platform. To be effective they must be organized, detail oriented, committed to outstanding customer service and able to quickly calculate and make decisions based on financial data.  

 

Essential Duties and 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 

Ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention 

Responsible for reconciliation of all financial transactions for group and individual business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing 

Makes decisions regarding the offering of special faring and approves/denies exceptions to company guidelines, upgrades or other inducements to ensure continued guest satisfaction 

Responsible for achieving pre-determined revenue targets 

Responsible for reconciliation of all financial transactions for group business, including but not limited to cross referencing of payments, processing refunds as necessary and ensuring accurate pricing 

 

Qualifications, Knowledge, and Skills: 

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 

 

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.