Specialist, Onboard Sales in Miami, FL at Royal Caribbean Cruises Ltd. International

Date Posted: 2/12/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Miami, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/12/2020

Job Description

POSITION SUMMARY:

This Miami HQ based position will provide departmental support to generate over $400M annually in future cruise revenue through the sales efforts of the NextCruise Sales Team onboard.  This position assists in administering the Royal Caribbean International's onboard NextCruise sales programs currently comprised of Book Now and Book Later reservation options and or any future cruise program generated onboard the Royal Caribbean vessels. Position may travel to multiple regions of the world to board Royal Caribbean vessels in support of managing the onboard sales program as directed by department needs. This position will assist the Manager(s) and Director of Onboard Sales with booking quality assurance, booking amendments, scheduling, policy updates, recruitment, AS400 training and development for the onboard staff, staff development, performance reviews and small projects that develop over time.  Position may also support some onboard revenue needs, revenue generation, admin requests, shipboard/shore side communication and other duties as required. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Oversees booking quality assurance of NextCruise which includes but not limited to AS400 support for the onboard team and post cruise inquiries, shipboard booking guidance and exceptions, TCSM and ROSS escalations, domestic and international booking amendment and service support, supporting the international policy grid, distributing NextCruise policy support and team updates.
  • Coordinate the nextcruise support inbox for research and resolution inquiries.  Follow ups will include accurate research and excellent communication.  Resolution actions include promotional inquiries, booking disputes, empowerment funding, special faring, authorization form retrieval, TA change and Non Refundable authorization form retrieval and more. 
  • Manages the NextCruise audit process.  Assist Manager(s) with selecting bi weekly topic for reviewing booking quality assurance.  Partner with NextCruise Analyst to run reporting that identifies the bookings that pass and do not pass audits.  Send out clear instructions to the shoreside team of what to audit and how, along with a targeted end date for completion.  Ensure quiz inbox (nextcruiseadmin) is organized and quiz returns are filed in the appropriate folders. 
  • Administrative duties which include but are not limited to submitting ECCRs for the NextCruise team, SRM requests, IT help desk requests, team delivery logistics, organizing shared inboxes and their folders, etc.
  • Own and manage bi weekly quiz communication for the shipboard team.  Partner with the Manager to determine the topics for continuing education, create the quiz every 2 weeks and distribute every other Friday with specific and clear instructions to the shipboard team. 
  • Manage shipboard schedule for all NextCruise Associates (100+).  Determine shipboard assignments depending on business needs and effectively communicate to all team members their schedule as far in advance as possible.  Must remain meticulously organized to ensure the volume of scheduling does not overshadow the quality of scheduling.  Partner with our Manila office to ensure E1 is updated and support travel inquiries where necessary. 
  • Support New Hire Training.  Partner with Sr. Account Executive to organize, prepare and execute 4-8 New hire trainings each year.  Assist with AS400 coaching, policy explanations, step by step procedures of how to book a cruise and more.
  • Support and create NextCruise policy and booking training decks, call center training and international sales team decks.  Working with multiple markets and departments, this role will support the Manager(s) when leading introductory or refresher training for NextCruise policy and program.  May be required to travel to Guatemala and Springfield for in person training. 
  • Manage and lead any new policy change for NextCruise by partnering with the KD team to ensure our updates are reflected on the global platform of communication (KD) to result in consistencies across all channels and all markets. 
  • 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.

Job Requirements

QUALIFICATIONS:

  • Shipboard experience or ship operational experience preferred
  • Bachelor's degree in Hospitality or related field, preferred.
  • 1+  years experience in related cruise industry operations, sales, training, customer service, hospitality management, coaching and developing required. 

 

KNOWLEDGE AND SKILLS:

  • Ability to develop tactical plans utilizing project management principles.  Strong written, verbal and interpersonal communication skills required.
  • Working knowledge of computers, internet access and the ability to navigate within a variety of software packages such as AS400, Homeport Micro-Soft Office Tools, Ipads and application usage.
  • Ability to travel domestically and/or internationally; approximately 5-20%  of the time.
  • Ability to be on call 24/7 as operationally needed; includes weekend work and/or planned/unplanned travel, long haul flights, travel to all regions, sailing onboard ships in crew accommodation.

 

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