Royal Caribbean Group

Senior Manager, Guest Communications & Engagement

Royal Caribbean Group

full-time

Posted on:

Location Type: Office

Location: Miami • Florida • 🇺🇸 United States

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Job Level

Senior

About the role

  • 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
  • Collaborate with key stakeholders to provide the best experience to guests during incidents while ensuring internal and external expectations are appropriately set
  • 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
  • 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
  • Streamline and standardize Guest Port Services type communications including Visa Requirements and Embarkation Instruction notifications
  • Create templates for all onboard guest communications needed to communicate itinerary changes, delays, weather related incidents and crisis management type situations
  • Create writing and scenario training for our Contact Centers to ensure a guest-centric POV in every interaction
  • Work with Analysts to interpret consumer data, finding insights to strengthen both the clarity of messaging and guest satisfaction

Requirements

  • Bachelor’s degree in Communications, Marketing or related field
  • Previous work experience in Guest Relations or a guest-facing role, a plus
  • Strong verbal and written communication skills, and effective listening skills
  • Ability to build and maintain excellent relationships with internal and external partners, including leadership
  • Demonstrated ability to influence and lead without express authority
  • Ability to work well under pressure and write clear and concise communications with minimal turn-around time
  • A self-starter, capable of managing multiple priorities and work in a fast-paced environment with a sense of urgency
  • Ability to quickly learn and maintain knowledge of Celebrity Cruises and/or Royal Caribbean International products and procedures
  • Capable of monitoring and/or understanding trends in guest comments, concerns and correspondence
  • Computer proficiency and ability to work in multiple software applications including Word, Excel, Outlook, Internet, SharePoint and other platforms
  • Works well under pressure in emergency situations and is comfortable working flexible hours including nights, weekends and holidays
  • Excellent written and oral communication skills including mastery of copywriting and expertise in editing with outstanding attention to detail
  • Highly organized, with project management skills, and the ability to manage multiple priorities concurrently from conception to completion and work under tight deadlines
  • Strategic decision-maker; and able to make fact-based recommendations
  • Ability to analyze data, research and analysis to make recommendations based on business needs
  • Exhibit ability to interact with all departments and levels of management throughout organization and with external customers and companies
  • Guest Relations/Guest Communications experience to understand the consumer journey and POV
  • Experience working with luxury clients and travel advisers
  • Previous knowledge of Celebrity and/or Royal Caribbean International products and processes a plus.
Benefits
  • competitive compensation and benefits package
  • excellent career development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
copywritingeditingproject managementdata analysiscrisis managementguest communicationsguest relationscommunication strategyhealth and safety protocolstravel requirements
Soft skills
verbal communicationwritten communicationlistening skillsrelationship buildinginfluence without authorityability to work under pressureself-starterorganizational skillsstrategic decision-makingattention to detail
Certifications
Bachelor’s degree in CommunicationsBachelor’s degree in Marketing