Agent,Co Groups Cci

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 Agent,CO Groups CCI reporting to the Sales team.  
This position will be working onsite from Wichita.  Position Summary: Responsible for handling high volume  Celebrity Cruises group sales and service calls from direct consumers.  Proactively probes for needs and closes new sales opportunities and service existing direct group business.   Discusses and gains agreement on polices and procedures with customers and handles all routine and out of the ordinary direct group requests and situations.  Handles all aspects of direct group reservations from creation to after sailing follow-up. 
Essential Duties and Responsibilities: Handles all aspects of direct consumer groups and provide access to all client service areas within the Celebrity Cruises organization in a one-stop platform.   Handles inbound and outbound calls, emails, faxes and mail from direct consumers interested in group travel or already reserved group travel. Responsible for processing a high volume of basic, routine transactions for all direct groups, including allocating and maintaining stateroom inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.   Clearly communicates group benefits including Group Amenity Plus points program and tour conductor program to consumers.   Answers general and specific questions regarding their groups, product offerings, and policies. Proactively manages all aspects of inventory (stateroom, air, hotels, transfers, etc.) and collection of payments. Responsible for proactively managing the relationship with direct consumers for groups under coordination by clearly explaining what is expected from the guest and what they can expect from Celebrity Cruises. Responsible for overseeing all aspects of group from date of initial booking to sailing termination. Responsible for processing amenity requests and dining assignments, and handling all non-routine and out of the ordinary requests and situations.   Oversees all aspects of group and FIT coordination for the most unique and complex products such as Cruisetours.   Investigates guest complaints on bookings, product, service, billing, air, credit, or pre/post vacation experiences.   Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales etc, to obtain facts regarding guest complaint.   Examines pertinent information to determine accuracy of customer complaint and to determine findings, adjustments, and recommendations such as credit for future cruise, refund of money, credit of customers account, or adjustment of customer's bill, cabin upgrade, restoration of booking etc. Appropriately handles buy-in group phone calls and actively collects all individuals within a group contact information such as mailing address, phone number, email address, etc. Recommends to management improvements in product, booking and documentation methods, revenue management procedures, service and accounting procedures etc. Finds options and alternatives and communications limitations in a positive manner. Records accurate transaction histories and prepares customer correspondence directed to guests. Prepares workflow documents directed to accounting for the purpose of researching and amending financial transactions.   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: Associates degree (AA) or equivalent from an accredited college or university, or three to five years of experience and/or training; or an equivalent combination of education and experience required. One year of experience in high volume call center or sales/customer service work environment preferred. Experience with AS400 or similar reservations system required. Microsoft Word, Excel and Lotus Notes experience 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 direct consumers 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. CERTIFICATES, LICENSES, REGISTRATIONS:  None required. PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. WORK ENVIRONMENT:   The work environment characteristics described her are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.     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. #LI-AZ1