Cruise Reservation Representative in Wichita at Celebrity Cruises, Inc.

Date Posted: 6/23/2020

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:

Cruise Representatives handle in-bound telephone calls from travel partners and/or direct guests for the purpose of providing general information regarding pricing and availability, as well as securing reservations.  Additionally, Cruise Representatives service existing bookings and respond to customer inquiries or direct these to the appropriate resource.

Essential Duties and Responsibilities:

  • Answers in-bound telephone calls from travel partners and/or direct guests. Provides general information regarding Royal Caribbean products, services and promotions. Quotes prices and availability including cross-selling and up-selling. Secures bookings
  • Services existing bookings including making changes to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.  Researches and provides information in order to accommodate special needs
  • Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions.  Uses multiple data base systems, internal computer programs and various computer-based resources
  • Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests.  Directs non-routine matters to the appropriate Royal Caribbean resource for special handling and resolution
  • Complies with established industry and company protocols and procedures.  Understands and complies with company quality assurance standards
  • Attends required training classes, completes required on-line training courses and satisfies completion standards 
  • The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. Must be able to sit at a call center workstation for extended periods. Visual requirements include distant, close and color vision, and ability to adjust focus


Job Requirements

Qualifications, Knowledge, and Skills:

  • High school diploma required; Associate degree preferred
  • A minimum of six (6) months customer service experience
  • 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
  • Effective communication skills in spoken and written formats with both internal and external customers
  • Attention to detail
  • Ability to work in a fast-paced, metric-driven environment
  • Decision making skills in situations where variables exist
  • Sales skills including positioning products to meet customer needs
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to understand and explain promotions, basic accounting, commissions, and payments
  • Demonstrated ability to utilize internal computer software and web-based resources, as well as the ability to learn and utilize multiple systems in completion of job functions
  • Ability to comply with internal policies, guidelines and conduct standards
  • Successful candidates must be able to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise)

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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