Advocate, Partner - CEL Customer Service in Wichita at Celebrity Cruises, Inc.

Date Posted: 6/24/2020

Job Snapshot

Job Description

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

Position Summary:

Proactively manages relationship and oversees the coordination of all groups for assigned top travel agent accounts by clearly explaining what is expected from the travel agent and what they can expect from Royal Caribbean.

Essential Duties and Responsibilities:

  • Owns and oversees the overall coordination process for assigned accounts, ensuring that all aspects are processed in an accurate manner.
  • Addresses problems and complaints and resolves by phone or through written correspondence.
  • Responds to all written correspondence and emails within 24 hours and all messages within 24 hours.
  • Reviews all aspects of group files, including verification of cabin inventory, air requirements, hotel packages, accounting invoices, payments, manifests and documentation.
  • Conducts outbound calls according to scheduled reviews and as necessary.
  • Finalizes and processes amenities in both the AS400 and Lounge Utilization systems.
  • Researches the logistics and costs of amenity requests, processes all pertinent materials to be sent on board the ships and is responsible for communicating verbally and in written form to all supporting departments in relation to amenity/function requests.
  • Processes and enters all dining requests for each group and submits dining requests to Special Services Coordinator in accordance with deadlines.
  • Processes and enters AFCs received for correction or additions to groups.
  • Position is performed in accordance will all established Quality Assurance standards and definitions as well as all policies and procedures.
  • Establishes an excellent business relationship between assigned accounts and Royal Caribbean Cruises Ltd and anticipates the needs of assigned accounts and advises them of opportunities to sell additional business.
  • Communicates terms and conditions of all new groups booked to assigned accounts.
  • Makes decisions regarding exceptions to policy that make good sense and are within established guidelines.
  • Continuously seeks out new and innovative ways to maximize the business relationship between assigned accounts and Royal Caribbean.
  • 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.
  • 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.


Job Requirements

Qualifications, Knowledge, and Skills:

  • Bachelor’s degree (BA) from a four-year college or university and one year of related experience; or an equivalent combination of education and experience required
  • Two years customer service experience preferred
  • Must have the ability to analyze problems and follow a logical course for its resolution.
  • Must be able to view a situation from all angles and determine the best course of actions, considering all details. Excellent communication skills required
  • Previous cruise line or travel industry experience preferred
  • 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.
  • Knowledge of AS400 or similar reservations system required. Microsoft Word and Lotus Notes experience preferred.
  • Successful candidates must be able to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise)

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

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.


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