Customer Service, Groups Reservations in Springfield, OR at Royal Caribbean Cruises Ltd.

Date Posted: 10/6/2019

Job Snapshot

Job Description

Position Summary:

Group agents demonstrate excellent customer service skills, build professional relationships with travel partners, and represent Royal Caribbean as a best-in-class contact center. Responsible for proactively managing the relationship with multiple travel agents for groups under immediate coordination and for overseeing all aspects of group coordination from date of initial deposit to sailing termination for groups of little to moderate complexity.  Handles all non-routine and out of the ordinary requests and situations for all assigned groups.  Proactively probes for needs and sales opportunities with assigned accounts, makes initial group bookings, and reviews terms and conditions with accounts.  Additionally responsible for processing a significant volume of basic, routine transactions for all group types, including answering phone calls and email inquiries, allocating and maintaining cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.


Essential Duties & Responsibilities:

  • Establishes an excellent professional 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.
  • Owns and oversees the overall coordination of Shoreside processes for assigned accounts, ensuring that all aspects are processed in an accurate manner.  Services existing groups including making changes to group and individual reservations, accepting and recording payments and assisting travel partners with arranging guest preferences.  Researches and provides information to accommodate special needs.
  • Addresses problems and complaints and resolves them by phone or through written correspondence according to response guidelines and Quality Assurance metrics.  Conducts research for the purpose of problem resolutions and communicates solutions to travel partners.
  • Makes decisions regarding exceptions to policy that make good sense and are within established guidelines, and seeks out assistance when policies are counter to a good business decision.  Continuously seeks out new and innovative ways to maximize the business relationship between assigned accounts and Royal Caribbean.
  • Clearly explains group policies, processes and expectations to prevent communications between Royal Caribbean and the travel agencies.  Responsible to concisely explain complex policies, terms and conditions, accounting, invoices and commissions.  Conducts outbound calls according to scheduled reviews and as needed. 
  • Reviews all aspects of group files including verification of cabin inventory, air requirements, hotel packages, accounting invoices, payments, manifests, and documentation.
  • Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees.
  • Attends required training classes, completes required on-line training courses and satisfies completion standards.  May be assigned to special projects and may serve on employee committees. 


Job Requirements


  • High School Diploma required; Associate or Bachelors degree preferred or equivalent combination of education and experience.
  • Six months of Customer Service experience required.
  • Six months Royal Caribbean Experience preferred; Customer facing written communications experience preferred.
  • 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.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  Ability to calculate figures and amounts such as discounts, commissions, and percentages.  Ability to understand and explain a complex group accounting and commissions.
  • Ability to make decisions where multiple variables and tight deadlines exist, assess complex situations and make mutually beneficial decisions where limited standardization exists, and assess complex and non-routine situations.
  • Effective communications skills in spoken and written formats with both internal and external customers.  Attention to detail is critical.
  • Ability to write reports, memos and business correspondence.  Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals.  Ability to effectively convey information in one-one-one and small group situations to customers, clients and other employees of the organization also required.


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