Spec, Guest Experience

6 months ago

North Sydney, Australia Royal Caribbean Group Full time

**Join the Royal Caribbean Group and set sail on a career like no other**

We’re on the hunt for a dedicated **Guest Experience Specialist **where you'll play a pivotal role in creating an amazing experience for Royal Caribbean and Celebrity Cruises guests within Australia and New Zealand The role will take a proactive part in the coordination of incidents customer resolution and ensuring the guest experience is extraordinary Based in our North Sydney office this is an exciting role where two days will never be the same

**Great opportunity for someone interested in combining their problem solving and people skills with a strong passion for travel**

**Your role**:

- Guest Experience_
- Work closely with the escalation team ashore and supervisors for all escalated issues Responsible for the investigation
management and resolution of escalated issues Manages complaints and assists Intercruises at the Overseas Passenger Terminal & Brisbane Cruise Terminal - denied boarding delayed boarding times
etc
- Provides assistance with the pre-cruise arrangements and day of boarding for ‘Accessible Guests’ In collaboration with the Guest Experience Manager share the management of issues and crisis where necessary and limit impact on the Brands as they ariseImplementing appropriate actions to assist the prompt resolution of complaints across APACResponsible for providing direct feedback to respective departments as a result of ongoing escalations management of escalations and future preventionIdentifying ongoing trends of escalations and complaints
that may require project-based resolution or process review Responsible for the investigation
management and resolution of escalated APAC Trade complaints relating to guest experience to ensure processes and Brand expectations are met
- Provide feedback to respective departments regarding ongoing escalations or when trends are evident
- local market incidents_

Support incident coordination and dispatch of teams across Australia/New Zealand
- work with the APAC team on best practices
- Alert Guest & Trade Service teams of any local incidents that require contact centre support and coordinate expectations of supporting teams
- Be flexible to the demands of the business

**About you**:

- 1+ years experience in a similar role Positive attitude
detail and customer oriented with good time management Ability to work under pressure and to tight deadlines
with a commitment to achieving fair and just outcomes for our customers
- Demonstrated ability and experience in building and maintaining key contact networks Ability to work independently and take initiative
- Outstanding oral and written communication skills
- Confident communicator sensitive to the customer and the issues which have been raised
- Strong problem-solving skills & excellent attention to detail An understanding of the legal process
and contract matters would be advantageous

**WHY WORK FOR US**:
Royal Caribbean Group has been recognized by Ethisphere a global leader in defining and advancing the standards of ethical business practices as one of the 2021 World's Most Ethical Companies for the sixth consecutive year The experience of travelling to exciting places; the chance to work within a fun and friendly team alongside a fantastic group of people from all over the world; the recognition and support provided by the company; the opportunity to grow your career to the next level and the ability to explore new paths on the open seas are just a few fantastic reasons

As one of our Sydney office employees you will have access to ongoing training and development both in-house & externally to enable continuous development We value a flexible work approach to ensure our employees wellbeing continues to come first

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