Job Description: This role works closely with various departments, Deployment, Hotel Operations, Revenue, Sales, Marketing, Guest Port Services, Global Contact Centers, International Teams, etc., to ensure all guest messaging is timely, on brand, clear and focused. The Manager will look for continuous improvement in the guest communication process and propose recommendations for more effective and efficient communication to guests and travel partners. This role will also analyze consumer data to identify actionable insights that will influence business decisions. Job Responsibilities: Deployment and Itinerary Modifications: Own communication of all deployment and itinerary changes including coordination of compensation (if applicable); changes in shore excursion opportunities, and necessary travel requirements such as transfers. 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 leadership. Contact Center Agent Knowledge Management Audits and Review: Create writing and scenario training for our Contact Centers to ensure a guest-centric POV in every interaction. Create talk tracks for all Contact Centers to ensure messaging is uniformed at all consumer points of contact. Operations Related Communication Requests: Create templates for all onboard guest communications needed to communicate itinerary changes, delays, weather related incidents and crisis management type situations. This includes Captain’s Announcements, Talking Points and Onboard Guest Letters. Health and Safety Protocols: Engage with Hotel Operations, Port Operations and Guest Port Services in the perpetual update of Health and Safety protocols and Travel Requirements by country. Responsible for creating and editing all related copy including call center talking points. Own the update of all associated web pages, FAQs and pre-cruise email communications. Work with external email vendor to ensure guests on all ships and sail dates receive pre-cruise emails appropriate to the country of embarkation and in the right cadence. Guest Port Services Communication Request: Streamline and standardize Guest Port Services type communications including Visa Requirements and Embarkation Instruction notifications. Guest Analytics: Work with Analysts to interpret consumer data, finding insights to strengthen both the clarity of messaging and guest satisfaction. Be able to create presentations that tell the story on data and how it affects the business. Strategize on how to improve email analytics related to click & open rates. Guest Experience Strategy: Oversees the guest communications strategy with an eye towards improving efficiencies and effectiveness (guest satisfaction), ensuring messaging reflects the brands values and tone of voice. Additionally, this role will focus on maximizing current communication streams to ensure a good guest flow of communication touchpoints. Job Requirements: Strong verbal and written communication skills, and effective listening skills. A self-starter, capable of managing multiple priorities and work in a fast-paced environment with a sense of urgency. Demonstrated ability to influence and lead without express authority. Computer proficiency and ability to work in multiple software applications including Word, Excel, Outlook, Internet, SharePoint and other platforms. Capable of monitoring and/or understanding trends in guest comments, concerns and correspondence. Bachelors degree in Communications, Marketing or related field. Previous work experience in Guest Relations or a guest-facing role, a plus. Ability to quickly learn and maintain knowledge of Celebrity Cruises products and procedures. Works well under pressure in emergency situations and is comfortable working flexible hours including nights, weekends and holidays Ability to build and maintain excellent relationships with internal and external partners, including leadership. Ability to work well under pressure and write clear and concise communications with minimal turn-around time. Job Details: Company: Royal Caribbean International Vacancy Type: Full Time Job Location: Miami, FL, USA Application Deadline: N/A Apply Here vacancyvite.com
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