Specialist, Sr Cruise

2 weeks ago


Shanghai, Shanghai, China Royal Caribbean Group Full time
Position SummaryUnder the guidance of a Reservations Supervisor, handles incoming calls or Emails from travel partners and direct guests to provide information on Royal Caribbean pricing and availability, and to make reservations. Supports existing bookings, responds to customer queries, and follows established protocols and quality standards.Essential Duties and Responsibilities:
  • Answer incoming calls and Emails from travel partners and guests, providing information on Royal Caribbean products, services, and promotions, securing bookings.
  • Support existing bookings, make changes, record payments, assist with guest preferences, and provide information for special needs.
  • Input information into Royal Caribbean systems, maintain reservation history, and utilize multiple databases and internal resources.
  • Model professionalism and be knowledgeable about company products as a brand specialist.
  • Participate in special projects like MICE group operations and uphold a high level of customer service.
  • Conduct research for problem-solving, communicate solutions, and collaborate with other departments.
  • Adhere to company protocols, procedures, and quality standards, attend training sessions as required.
  • Perform any other job-related duties assigned by supervisors or management.
Qualifications:
  • College degree or higher.
  • 3-5 years of related work experience.
  • Preference for experience in hotel or tourism service industry with strong service awareness.
Knowledge and Skills:
  • Strong learning and independent learning abilities.
  • Teamwork skills.
  • Excellent communication, coordination, and problem-solving skills.
  • Organizational and time management skills, ability to handle multiple tasks under pressure.
  • Stability in work environment and willingness to work overtime or on holidays as needed.
  • Adherence to internal policies and conduct standards.
  • Proficiency in computer systems, Word, Excel, and Office software. Good English communication skills.

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