Retreat Support Concierge in Wichita, KS at Royal Caribbean Cruises Ltd.

Date Posted: 2/12/2020

Job Snapshot

Job Description



The Retreat Support Concierge is a brand-wide initiative dedicated to delivering uncompromising, individualized service to our guests. This position requires the ability to thrive within a five-star, Modern Luxury culture while addressing a wide variety of guest needs, pre- during and post-sailing.  The Retreat Support Concierge will cater to the brands most distinguished clientele; Suite guests, VIPs and Captains Club Zenith members and respond to their inquiries and concerns in an expedient manner, providing resolution while delivering luxury service in alignment with the brand vision. The Retreat Support Concierge accurately assesses guest needs and adds personal recommendations and touches to achieve maximum customer satisfaction to our highest value guests. They meticulously record individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional. ________________________________________




Owns all guest interactions and serves as a dedicated point of contact for Suite guests, VIPs, and Zenith members.


Provides the highest level of hospitality and professionalism to Celebrity Cruises most valued guests.


Ensures that the individual requests of our preferred guests are suitably accommodated, regardless of how unique, specialized or seemingly challenging these requests may be.


Resolves customer complaints and assists with all inquiries pertaining to Celebrity Cruises products and services.


When necessary, works directly with the ship and Retreat Concierge to facilitate a satisfactory onboard resolution on behalf of the brands most illustrious guests.


Sets appropriate guest expectations and diligently follows up throughout the resolution process. 


Responds to all guest requests in an accurate and timely manner.


Takes heed of feedback provided by our Suite guests, VIPs, and Zenith members, making recommendations regarding brand products and services when appropriate.


Builds positive relationships with a focus on retaining these most coveted guests.


Communicates special requests, personal preferences and the delivery of preferred services and amenities to appropriate shipboard departments.


Promotes the Captains Club loyalty program and caters to its highest members by administering benefits and addressing any program-related concerns.


In addition, processes enrollments and ensures onboard recognition, program benefits and the proper application of qualifying promotions.


Keeps meticulous records of our guest’s personal information, contact details, sailing history and vacation preferences.


Uses internal systems such as Siebel CRS, Siebel Loyalty, AS/400, Issu Trax, Medalia, Folio Viewer,


Encore, Ship Logs, Pre-Cruise Planner and departmental intranet sites to research and gather the information needed to appropriately respond to a guest’s inquiry or concern.


Utilizes such systems to also quote rates, confirm reservations, and assist with the purchase of products, including amenities, shore excursions, packages and other items that will enhance the vacation experience for our guests.


Focuses on continuous brand improvement and makes recommendations to management regarding enhancement opportunities for products and services, both shipboard and shore side.


Provides basic troubleshooting support for online users attempting to either complete online check-in or access secured sections of the brand website.


Efficiently processes inbound / outbound calls, messages, and mail, be they outgoing or incoming.


Possesses a full understanding of established industry and company protocols and procedures.


Understands and complies with departmental standards and established metrics.


Attends required training classes, completes required online training courses and satisfies completion standards.


Is receptive to being assigned special projects and serving on employee committees at the discretion of management.


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.)




Understands and is able to discern guest value to the brand by researching all aspects of the customer experience. Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction; this pertains to negotiating refunds, special faring and the issuance of Future Cruise Certificates, Letters of Credit, On board Credits, and amenities. Analyzes guest financial information and brand value in every interaction. Drives the continuous improvement of guest and brand revenue / APD / GVI through the active retention of high value guests.


Job Requirements



College degree in Hospitality preferred, or relevant front office experience in a luxury hotel.


Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive and focused manner.


Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.


Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate a 24-hour-per-day operation.


Proficiency in English. Fluency in a secondary language would be an added advantage.




Relate to the customers’ needs while keeping the company’s best interest in mind.


Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers.


Exhibits strong interpersonal skills, in addition to exceptional oral and written communication skills.


Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side.


Communicates effectively with all external and internal customers through both verbal and written interactions.


Demonstrates ability to interpret written concerns and respond appropriately in writing without the use of a template.


Holds advanced knowledge of company contact center systems; policies and procedures relating to cruise reservations; loyalty member programs; and all sales, marketing and revenue promotional offers.


Displays proficiency in Microsoft Windows, Microsoft Office applications, and Lotus Notes.


Complies with internal policies, guidelines and conduct standards.


Accurately performs data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.


Possesses the ability to work in a call center environment (open cubicles in close proximity to others, exposure to continuous background noise, etc.).


Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks and lunches).


Hears and speaks clearly using a telephone headset for the purpose of continuously answering inbound telephone calls.

Physical Demands:


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 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.   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.


Work Environment:


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.



EEO Language:

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.

Must be Authorized to work in the United States




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