Specialist, Sr Cruise

4 weeks ago

Shanghai, China Royal Caribbean Group Full time
Position Summary

Under the direction of a Reservations Supervisor, handles in-bound telephone calls or E-mails from travel partners and/or direct guests for the purpose of providing general information regarding Royal Caribbean pricing and availability, and securing reservations. Services existing bookings and responds to customer inquiries or directs these to the appropriate resource. Complies with established protocols, procedures and quality assurance standards.

Essential Duties and Responsibilities:

1、Answers in-bound telephone calls or handle E-mails from travel partners and/or direct guests. Provides general information regarding Royal Caribbean products, services and promotions. Quotes prices and availability，secures bookings.

2、Services existing bookings including making changes to reservations, recording payments and assisting travel partners with arranging guest preferences. Researches and provides information in order to accommodate special needs.

3、Enters required information into Royal Caribbean systems and maintains an accurate history of each reservation and any associated transactions. Uses multiple data base systems, and various internal resources.

4、To be a role model within the team and display professionalism at all times.

5、Familiar with various products and to be a brand specialist within company.

6、Participate in the operation of special and complex projects, such as MICE group or charter business operations.

7、Provide a consistently high level of customer service to build a good corporate image.

8、Conducts basic research for the purpose of problem resolution and communicates solutions to travel partners and/or guests. Directs non-routine or complex matters to the appropriate internal resource for special handling and resolution.

9、Have the ability to cooperate with other departments to complete company activities.

10、Complies with established company protocols and procedures. Understands and complies with company quality assurance standards.

11、Attends required training classes, completes required on-line training courses and satisfies completion standards.

12、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.

Qualifications:

1、College degree or above required.

2、3-5 years related working experience.

3、Experience in hotel or tourism service industry with strong service awareness is preferred.

Knowledge and Skills:

1、Have Strong learning ability and independent learning ability.

2、Strong sense of teamwork.

3、Good communication, coordination and problem solving skills, able to work with colleagues in different departments and handle difficult issues

4、Excellent organizational and time management skills, able to handle multiple tasks and complete them on time.

and have strong pressure resistance.

5、Have strong working stability.

6、According to the business needs, can accept overtime, holiday duty.

7、Ability to comply with internal policies, guidelines and conduct standards.

8、Proficient in computer system operation, basic Word/Excel/Office software application skills. 9、Good English in Speaking、Listening & Writing.

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