Guest Engagement Manager in Sydney at Royal Caribbean Group

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Due to continuous growth, we are hiring for a Guest Engagement Manager based out of our North Sydney office. The Guest & Trade Services Team is responsible for managing all aspects that relates to the ‘Guest Experience’ (Guest and Trade) delivered through our contact centres. This Manager position will own the overall ‘Guest Experience’ for the APAC region for all brands that are handled through our Outsourced partnership with Conduent – the contact centres are based in Guatemala.

Operating in matrix stakeholder environment, building solid relationships with the Guest Experience teams in Miami will be key to delivering a seamless experience for the APAC region. Timeliness and relevance of guest & trade communication in all pre and post cruise situations will be the responsibility of this department along with effective handling of guest escalations in line with the brands’ expectations.

A key focus will be to review opportunities to standardise and optimise the customer service across the APAC region by continually reviewing our guest deliverables are fit for purpose, analysing trends and working tirelessly to reduce escalation percentages. In addition, this role will coordinate the handling of incidents across the APAC region by plugging into the brand teams in Miami, sharing local regulatory requirements by country, keeping the region’s Market Leads up to date on developments and providing input regarding direction and training in the handling to ensure the guest experience is protected.  

Essential Duties (not limited to): 

GUEST EXPERIENCE: 

• Accountable for the successful delivery of all strategic objectives set within ‘Enhancing Guest Experience’ Pillar for the APAC region within the International GTS Strategy House
• Meet with guests who visit the office/pier with escalated complaints
• Responsible for constantly reviewing and standardising processes across all APAC markets to be more effective and efficient.
• Be the escalated point of contact and subject matter expert for pre, during, post-cruise escalations for the brands’ APAC markets
• Work closely with the RCL Legal, Finance and Revenue Management teams to ensure processes are as efficient and effective as possible
• Work with APAC region-based ships acting to ensure brand policies and processes are aligned and guest experience trends are continually evaluated and improved through analysis and training
• Plays a key role in reviewing and updating APAC booking T&Cs & FAQs as it relates to booking processes and guest experience when launching new promotions/ services and updated procedure

INCIDENT MANAGEMENT:

• Communicate to the 3^rd party Contact Centre supplier immediately of any local incidents that require contact centre support
• Responsible for the incident Management process for Royal, Celebrity & Azamara brands as it relates to our guests and provide updates to key stakeholders
• Recommend course of action to be taken in-line with local policies surrounding local market legal obligations where guests are impacted. (For example, under local regulatory laws our obligations to absorb costs is determined by whether we are the principle or the supplier)
• Liaise with local PR team to effectively manage and minimise any consumer-related media interest
• Manage compensation spend by ensuring adherence to formal compensation guidelines
• Create and maintain Crisis Response Procedures for all brands in Australia and for Royal in Singapore, with regular engagement with business leaders on incident handling

TEAM MANAGEMENT & CONTINUOUS IMPROVEMENT:

• Conduct site visits in Guatemala and Miami
• Oversee guest experience processes and guest handling by APAC teams to ensure consistency and standardisation
• Act as a subject matter expert for larger projects coordinated by the continuous improvement team or as a requirement to progress the contact centres
• Oversee the progression of the Quality Assurance programme to assess standards of delivery and provide team member participation through regular coaching and calibration session