Advocate, Sr Partner HC

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Celebrity brand has an exciting career opportunity for a full time Advocate, Sr Partner reporting to the Sales team.

This position will be working remote from Florida.

Position Summary:

Responsible for proactively managing the relationship with multiple travel agents for groups under immediate coordination by clearly explaining what is expected from the travel agent and what they can expect from Royal Caribbean. Responsible for overseeing all aspects of group coordination from date of initial deposit to sailing termination for the largest and/or most complex groups. Responsible for the coordination of the most complex and intricate onboard programs. Attends pre-conference meetings onboard, and escorts groups as needed. Responsible for resolving problems, processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations for all assigned groups. Proactively manages relationship and oversees the coordination of all groups for assigned top travel agent accounts by clearly explaining what is expected from the travel agent and what they can expect from Royal Caribbean. Proactively probes for needs and sales opportunities with assigned accounts, makes initial group bookings, and reviews terms and conditions with accounts.

Essential Duties and Responsibilities:

• Owns and oversees the overall coordination process for assigned accounts, ensuring that all aspects are processed in an accurate manner.
• Addresses problems and complaints and resolves by phone or through written correspondence.
• Responds to all written correspondence and emails within 48 hours and all messages within 24 hours.
• Reviews all aspects of group files, including verification of cabin inventory, air requirements, hotel packages, accounting invoices, payments, manifests and documentation.
• Clearly explains expectations to prevent miscommunications between Royal Caribbean and the travel agencies.
• Conducts outbound calls according to scheduled reviews and as necessary.
• Finalizes and processes amenities in both the AS400 and Lounge Utilization systems. Researches the logistics and costs of amenity requests, processes all pertinent materials to be sent on board the ships and is responsible for communicating verbally and in written form to all supporting departments in relation to amenity/function requests.
• Processes and enters all dining requests for each group and submits dining requests to Special Services Coordinator in accordance with deadlines.
• Processes and enters AFCs received for correction or additions to groups.
• Position is performed in accordance will all established Quality Assurance standards and definitions as well as all policies and procedures.
• Establishes an excellent business relationship between assigned accounts and Royal Caribbean Cruises Ltd and anticipates the needs of assigned accounts and advises them of opportunities to sell additional business.
• Communicates terms and conditions of all new groups booked to assigned accounts.
• Makes decisions regarding exceptions to policy that make good sense and are within established guidelines.
• Continuously seeks out new and innovative ways to maximize the business relationship between assigned accounts and Royal Caribbean.
• 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.

Qualifications, Knowledge, and Skills:

• Bachelor’s degree (BA) from a four-year college or university and one to two years of related experience; or an equivalent combination of education and experience required. Must have the ability to analyze problems and follow a logical course for its resolution. Must be able to view a situation from all angles and determine the best course of actions, considering all details. Two years customer service experience preferred. Excellent communication skills required. Previous cruise line or travel industry experience preferred. Prior experience as a Partner Advocate preferred.
• KNOWLEDGE AND SKILLS: LANGUAGE: Ability to write reports, memos and business correspondence. Ability to read and comprehend complicated instructions, short correspondence, memos and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• INTERPERSONAL: Ability to work, interact, and communicate with external/internal customers at all levels. Ability to build and maintain successful business relationships with the most valued external customers as well as co-workers in order to successfully close business and service customers needs.
• MATHMATICAL: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, commissions, and percentages. Ability to understand and explain a complex group accounting.
• REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to understand and communication government regulations.
• DECISION MAKING: Ability to make decisions in situations where multiple variables and tight deadlines exist, assess complex situations and make mutually beneficial decisions where limited standardization exists, and assess the most complex and non-routine situations.
• SYSTEMS: Knowledge of AS400 or similar reservations system required. Microsoft Word and Lotus Notes experience preferred

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.