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GFO & Choice Air Agent in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 2/8/2019

Job Snapshot

Job Description

Position Summary:


The Choice Air and GFO position requires the agent to process airline reservations and provide support for our guests in times of flight disruptions and or changes. The Choice Air and GFO agent will monitor flights for both air sea and cruise only guests whom have purchased transfers. They are the liaisons between the airlines and the guests. In addition they collaborate with the airport/pier as they work very closely with the ship personnel to accommodate guests whom may have experienced travel irregularities while in route to the vessel. The position protects guests whom have purchased our Choice Air.

Essential Duties and Responsibilities:


Handles and confirms customized air requests from travel partners and or direct guests, via inbound or outbound phone calls. The schedules are created and maintained daily as calls come in. Agents are responsible to assure guests whom have purchased our air are protected with any un-scheduled air changes and or emergencies.


Handles incoming calls from guests, whom are experiencing flight irregularities while en route to the ship, assist in getting them to the next port of call in order to meet the vessel. Monitors flight load to ensure guests travels are not disrupted to and from. They are available 24 hours 7 days a week to service our guests.


Secure hotel accommodations for our Choice Air guests as well as our Cruise Only guests whom have purchased our transfers. Choice Air/GFO Agents works in collaboration with various Port Agents or selective hotels to secure the best rate and accommodations for our Choice Air guests and Cruise only guests whom have purchased our transfers.


Handles request such as Pre-Downlines and Downlines for guests wishing to disembark the vessels at approved disembarkation destinations. Various government regulations and sabotage laws may prohibit guest embarkation at ports other than the original scheduled port of embarkation.


Provides full support to Choice Air guests who experience delays, cruise or air interruptions and unforeseen last minute situations. In addition upon request processes letter of approval for Burial at Sea.


Executes and process request to Port Agent regarding hotel, transfers and assistance to guests whom have purchased Choice Air. Negotiates price for request through PARF System and follows up for timely confirmation. In addition the Agent is involved in supporting other groups within Guest Travel Services for system enhancement and or support in operational projects, or work related systems.


Maintains frequent communication via telephone and email with various departments such as Consumer Outreach, Davao, Sales, Guatemala, Guest Port Services and UK to ensure timely response during normal circumstances as well as critical times. In addition the Agent receives and reviews daily reports such as Siebel, ship tracker to assure proper resolution to various requests and or questions. These reports must be reviewed and actions within 24 hours of receipt.


Works with Canadian Charters, attends bi-weekly or monthly team meetings, participates in recurrent trainings, upkeep reports such as choice air cancellations, choice air inbox, sieble inbox, mismatch and flight load reports.


Processes inquiries for embarkation and disembarkation of guests in certain ports of call where violation may exist or the Jones Act.


Job Requirements



The Choice Air and GFO Agent must have knowledge of air sea business and a Bachelor¿s degree is preferred with 2 years experience and or training or equivalent combination of education and knowledge.

Knowledge and Skills:


Ability to read and interpret documents such as reports and procedure manuals.


Intermediate to advance knowledge of Excel/Microsoft, Word, and Office 360 functionalities .


Excellent communication and interpersonal skills.


Ability to manage time effectively and efficiently.


Ability to work in a fast-paced environment.


Beginner to intermediate negotiation skills.


Intermediate to advanced knowledge of spreadsheet comparison for pricing and transportation cost.


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.


Ability to participate in management meetings for best practices and or ideas.


Ability to communicate well at all levels of Management.


Strong attention to details and follow through


Organized, self-motivated and willing to perform in a demanding team environment and fast Lerner.

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