1,371 Ofertas de Marriott International en Mexico

Position: Guest Services Coordinator

Type: Contractor (Full Time)

Location: Remote (Latin America Preferred)

Schedule: Thursday–Monday, 12 PM–8 PM CST or 1 pm- 9 pm CST (Could start and end earlier on weekends if preferred)

Compensation: $2,000–$,600 USD/month (Full Time) + Raises, Bonuses

About Voyageur Stays

Voyageur Stays is an award-winning boutique hospitality company, recently recognized as a Dezeen Design Awards finalist for one of the top hotel designs worldwide. Based in Madison, Wisconsin, we currently operate 15 suites in a historic downtown boutique hotel, 1 luxury lake property, and 35 mid-term rentals, with plans to open a reception lounge and workspace in summer 2026.

Our spaces are design-forward and handcrafted, but it's the
human
side of hospitality that sets us apart. We have warm, personal, and deeply attentive service. Guests remember us not just for where they stayed, but how they felt while staying.

The Role

We're seeking a Guest Services Coordinator who treats service as a craft. This is a high-trust, high-visibility role supporting a globally recognized boutique brand. You'll handle guest communications with speed, emotional intelligence, and brand-perfect tone. You will find solutions, diffuse challenges, and create small moments that turn good stays into unforgettable ones.

You'll work directly with the owner and have clear opportunities to grow into operations leadership if you consistently deliver excellence.

What We're Looking For

• More than five years experience in boutique, luxury hospitality companies (hotel, serviced apartments, or luxury vacation rentals)
• Experience with both short-term and ideally mid-term stays
• Impeccable written and spoken English. Warm, concise, and on-brand communication.
• Ability to make independent decisions and know when to escalate.
• A humble learner who is also a confident decisionmaker.
• Calm under pressure, empathetic, and creative in problem-solving
• Skilled at tailoring messages. No "one size fits all" replies
• Sales, negotiation, upselling experience.
• Thrives in a small, fast-moving, evolving team

Key Responsibilities

1. Guest Communication & Problem Resolution

2. Respond to guests within 10 to 15 minutes during shift hours

3. Manage calls, texts, email, and booking platform messages
4. Resolve most issues directly; escalate only sensitive or high-impact matters. Know when to escalate.

5. Write brand-aligned, thoughtful replies to reviews

6. Sales

7. Negotiate leases/bookings, keeping revenue/occupancy targets in mind

8. Balance guest flexibility with revenue and occupancy goals

9. Convert inquiries into bookings through creative solutions

10. Documentation & Admin

11. Prepare leases and booking confirmations

12. Maintain accurate guest records and agreements

13. Use downtime for SOPs, guest feedback analysis, and service improvements

14. Collaboration

15. Work closely with the owner on guest experience strategy

16. Maintain smooth handoffs and clear documentation
17. Protect and enhance long-term brand value through service decisions

Schedule & Coverage

• Thursday–Monday, 12 PM–8 PM CST or 1 pm-9 pm CST (can start and end work earlier on weekends if preferred)
• Rapid replies (15 minutes or less) during shift hours are essential
• Ensure no missed calls
• This is the only position you would have

Compensation & Benefits

• $2,0 0–$2 600 USD/month (Full Time, 40 hours/week)
• Part-time start possible
• Performance-based raises and bonuses
• 13th month pay (prorated)
• PTO after 6 months
• Long-term growth potential in guest services and operations leadership
• Paid training and trial period

If you have a passion for boutique hospitality, if you've mastered the art of making guests feel genuinely cared for, if you want to bring that skill to a design-award-winning brand, and if you thrive in roles where every detail matters, we'd love to meet you.

We know your time is valuable. This 20-30 minute application helps us get a real sense of who you are, how you communicate, and how you think. We care deeply about finding the right fit and hope you do too. Please email responses to

1. Question 1:

Please review the list of preferred skills and traits as well as work schedule. Tell us more about how your experience, skills, and desired work hours fit this position. Please confirm that this would be your only job. This would be a great place to include a resume.

1. Question 2:

Have you ever worked remotely in a role where reliability and responsiveness was critical? What did you do to make sure you didn't let anyone down?

1. Question 3:

In this role, it's important to reply to guest messages within 10–15 minutes during your shift. Have you worked in a role like that before? If so, how did it go? If not, what might make that challenging for you?

1. Question 4:

Do you prefer working in a team environment, independently, or a mix of both? Why?

1. Question 5:

Do you prefer working for small or large companies? Why?

1. Question 6:

Tell me about a time when there wasn't a clear policy or rule and you had to make a judgment call. What did you do?

1. Question 7:

In this role, you'll be working independently for much of your shift, since our hours won't always overlap. We'll be collaborating closely through hand-offs (since the owner will handle guest services in your non-working hours), shared systems, shared inbox, and regular feedback, but you'll often be the only one actively working at a time. How do you feel about that kind of setup? What aspects do you think you'd enjoy, and what might be challenging for you?

1. Question 8: What kind of manager do you work best with? Please keep this to 3–5 sentences. Be honest. There's no right answer.

2. Question 9:

A guest messages:

"Hi, I just arrived and the code you gave me isn't working. I've been trying for 15 minutes and I'm locked out. This is not acceptable. I'm tired and frustrated. What are you going to do about this?"

Write your reply. Limit to 3–5 sentences.

10: Question 10

Briefly describe what you would do behind the scenes after sending that message. Would you escalate it or handle it yourself? Why?

1. Question 11:

You're working on a Sunday afternoon. A guest who is staying for months messages:

"My wifi is running slowly on my game console. It's not catching up. Can you run a separate line so I can have faster wifi?"

There are no instructions in the playbook for this. What do you do next? Explain in a few sentences what actions (if any) you'd take, and why.

1. Question 12:

During your shift, you have:

1. A VIP guest waiting on a late airport transfer
2. A family waiting whose room is still being cleaned
3. An upset caller who says they were double-charged for their stay
4. A scheduled video call with a company Human Resources manager booking multiple rooms for next year

You are alone at your shift. What order do you handle these in and why?

1. Question 13:

From your experience in boutique hotels, what tools or processes have made a company successful, and what do you think most are missing that could set them apart? How would your perspective help us stand out

Guest Services Coordinator

Making every stay seamless, from check-in to check-out.

Remote · Full-Time · Latin America

We're looking for a Guest Services Coordinator who is detail-oriented, proactive, and thrives in fast-paced environments. You'll handle reservations, supplier coordination, and guest support, but you'll also go beyond, acting as the bridge between clients, suppliers, and the internal team. You'll support housing setups, financial reconciliation, and operational organization and use CodeOne, QuickBooks, client portals, and Microsoft Office to help the business run smoothly.

Key Responsibilities

• Data Management:
  Enter and maintain data in CodeOne PMS and multiple client portals (Owl, Epic, Metis, ReloQuest, Nomad, Synergy).
• Property & Guest Records:
  Create and manage property profiles, reservation paperwork, and guest records.
• Supplier Coordination:
  Schedule calls, upload information, and maintain the partner database.
• Partner Sourcing:
  Source new furnished home partners via Facebook, Furnished Finders, and other platforms.
• Client & Supplier Liaison:
  Share leases, move-in/move-out instructions, and manage notices to vacate or extend.
• Housing Setups:
  Coordinate utilities, internet, furniture, cable/Hulu, lawncare, and service issues.
• QuickBooks Support:
  Assist with invoice reconciliation and basic bookkeeping tasks.
• Organization:
  Keep company files, inboxes, and calendars organized.
• Other Tasks:
  Perform administrative or operational duties as required.

About You

• Experience as a coordinator, administrator, or guest services specialist (hospitality/relocation a plus).
• Skilled with Microsoft Office Suite/O365, CodeOne PMS, and client portals.
• Able to manage multiple moving parts while staying highly organized.
• Clear communicator in English (written and spoken).
• Some experience with bookkeeping/QuickBooks.
• Adaptable, solutions-oriented, and proactive in spotting and solving problems.
• Calm, reliable, and efficient in fast-paced environments.

Requirements

• 100% remote—reliable laptop and solid Wi-Fi required.
• Based in Latin America.
• Fluent in English (written + spoken).
• Available during U.S. business hours with some flexibility.

Why You'll Love It

• Work from anywhere in Latin America (yes, anywhere).
• Be part of a fast-growing company that values efficiency and exceptional guest experiences.
• Opportunities to grow, own more, and level up your career.
• Compensation starting at $1,200/month for full-time roles (160 hours/month)—adjusted based on experience.

Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team MCCS is a comprehensive program that supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community. We offer a team oriented environment comprised of military personnel, civilian employees, contractors and volunteers who keep the organization functioning smoothly and effectively. As a service-oriented organization, we never waver in our commitment to our Corps.

This position is located at INNS OF THE CORPS CAMP COURTNEY. Candidates selected for this position will serve as a GUEST SERVICES ATTENDANT.

This vacancy is also eligible for the following Employee Benefits.

401(k) Retirement Plan with up to a 5% employer match for RFT/RPT.

NAF Pension Plan that is portable to other qualified government agencies. (May be eligible to buy back military service time).

International medical and dental insurance (on/off base).

Inexpensive life insurance covers up to 3x your annual salary.

Short Term Disability Insurance up to 60% of your salary.

Leave Donation Program for life¿s emergencies.

Professional training and development curriculum in technology and leadership.

Major Duties

NONAPPROPRIATED FUND POSITION DESCRIPTION

JOB TITLE: Desk Clerk

BUSINESS TITLE: Guest Services Agent

FLSA STATUS: NON-EXEMPT

JOB SERIES: 1173 PAY LEVEL: NF-01/02

INTRODUCTION:

This is a developmental position from NF1 to NF2. At the entry level, the incumbent serves in the developmental capacity performing duties under closer than normal supervision. To be the target grade level, the incumbent must have one year of hotel desk clerk experience, be a certified Front Desk Representative from American Hotel and Lodging Educational Institute, complete all the necessary trainings, and be able to perform the duties in this position description independently. The supervisor must recommend the incumbent prior to advancement to the target grade level. This position will advance to the target level without competition.

DUTIES AND RESPONSIBILITIES:

Performs the full range of administrative duties at hotel front desk independently. The duties include but not limited to: Accepts reservations, registers guests, assigns rooms, issues keys, calculates and posts all charges to guests' account, presents statement, and collects payment. Maintains eligibility lists for rooms. Answers and operates telephone system. Sells retail merchandise and alcohol beverages. Prepares reports concerning reservations. Maintains records of inventory of supplies and property. Answers questions about location of activities and tourist attractions in Okinawa.

Responsible for change fund and its corresponding reports. Conducts yen/dollar conversion/reconversion operations along with appropriate documentation. Coordinates with ARMP (Army Recreation Machine Program) on cash related issues with gaming machines. Provides jackpot payouts to customers as required. Receives and attends to guests¿ inquiries, complaints, and requests.

Advises leaders of any maintenance or guest problems. Calls emergency maintenance if warranted. May perform room inspections and prepare deficiency reports. May coordinate handling and movement of furniture and supplies between rooms.

Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Acknowledges customers, smiles and makes eye contact. Asks questions to determine, verify and solve problems. Checks for satisfaction on the quality of goods and services. Takes action to solve problems quickly. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.

Adheres to safety regulations and standards. Uses required safety equipment, and observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.

Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.

Performs other related duties as assigned.

This is a white-collar position where occasional lifting up to 20lbs may be required.

Qualifications

BASIC REQUIREMENTS:

Must be at least 18 years of age AND have graduated from high school or been awarded a certificate equivalent to graduating from high school; OR have completed a formal vocational training program; OR have received a statement from school authorities agreeing with preference for employment rather than continuing education. (Valid documentation will be required upon hire).

QUALIFICATION REQUIREMENTS:

Ability to operate personal computer.

Ability to communicate effectively in English both orally and written.

Ability to identify and resolve problem areas and recommend or execute solutions.

Must complete the Cash Handling Training Course before handling cash and a refresher course once per year.

Must be able to perform prolonged standing, walking, reaching, and light lifting.

Must be able to accommodate a flexible work schedule including nights, holidays and weekends and stand Typhoon Duty.

Must be able to obtain Government Owned Vehicle (GOV) license.

To be hired at NF2, in addition to meet all the requirements above, the candidate must have at least one year working experience as a hotel desk clerk in related field.

This activity is a drug-free workplace. The use of illegal drugs by NAF employees, whether on or off duty, cannot and will not be tolerated. Federal employees have a right to a safe and secure workplace, and Marines, sailors, and their family members have a right to a reliable and productive Federal workforce.

How To Apply

All applications must be submitted online via the MCCS Careers website:

Resumes/applications emailed or mailed will not be considered for this vacancy announcement. To be considered for employment, the application or resume must be submitted online by 11:59 PM (ET) on the closing date of the announcement.

Note: To check the status of your application or return to a previous or incomplete application, log into your MCCS user account and review your application status.

THIS POSITION IS FOR APPLICANTS CURRENTLY RESIDING IN OKINAWA OR ARRIVING ON OFFICIAL GOVERNMENT ORDERS TO OKINAWA WITHIN 30 DAYS.

MILITARY SPOUSE PREFERENCE (MSP) - IAW DoDI , Volume 315.

Applies to positions in grades NF-3 and below, and equivalent Craft & Trades and Child and Youth positions.

May be exercised once per permanent relocation (PCS), when appointed to a regular full or part time position.

Per DoDI , volume 315, Enclosure 3, para 2.h.1, MSP eligibility terminates upon acceptance or refusal of an offer of a continuing position (part-time or full-time) in the federal service for which the spouse has registered for employment, whether or not preference was applied.

Applicants hired into flexible positions (0-40 hours per week) or regular position with a time-limited appointment will not lose their spouse preference eligibility until movement or hired into a regular full or part time position.

The time period for MSP eligibility begins 30 days before the military sponsor¿s reporting date to the new duty station, if accompanied, or at any time thereafter during the tour.

All military and DoD civilian spouses are required to provide a copy of their sponsor¿s orders during the application process.

Closing Statement

GENERAL INFORMATION: Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, sex, GINA, political affiliation, membership or non-membership in an employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.

It is Department of Navy (DON) policy to provide a workplace free of discrimination and retaliation. The DON No Fear Act policy link is provided for your review:

As part of the employment process, Human Resources Division may obtain a Criminal Record Check and/or an Investigative Consumer Report. Employment is contingent upon the successful completion of a National Agency Check and Inquiries (NACI). For all positions requiring access to firearms or ammunition, the Federal Government is prohibited from employing individuals in these positions who have ever been convicted of a misdemeanor crime of domestic violence, or a felony crime of domestic violence adjudged on or after 27 November 2002. Selectees for such positions must submit a completed DD Form 2760, Qualification to Possess Firearms or Ammunition, before a final job offer can be made.

Direct Deposit of total NET pay is mandatory as a condition of employment for all appointments to positions within MCCS.

Required Documents:

• Education/certification certificate(s), if applicable.
• If prior military, DD214 Member Copy

This activity is a Drug-free workplace. The use of illegal drugs by NAF employees, whether on or off duty, cannot and will not be tolerated. Federal employees have a right to a safe and secure workplace, and Marines, sailors, and their family members have a right to a reliable and productive Federal workforce.

Involuntarily separated members of the armed forces and eligible family members applying through the Transition Assistance Program must submit a written request/statement (may be obtained from the MCCS Human Resources Office) and present ID card with "TA" stamped in red on front of card.

INDIVIDUALS SELECTED FROM THIS ANNOUNCEMENT MAY BE CHANGED TO PART-TIME OR FULL-TIME AT MANAGEMENT'S DISCRETION WITHOUT FURTHER COMPETITION.

ALL ONLINE APPLICATIONS MUST BE RECEIVED BY 1159PM EASTERN TIME (ET) ON THE CLOSING DATE LISTED IN THE JOB POSTING.

Intro
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board

Why you'll love this job
The Premium Customer Services Representative is an ambassador of American Airlines, providing superior hospitality, excellent customer service, extensive ticketing and problem resolution for our most valuable customers in all areas covered by the Premium Customer Services organization. Premium Customer Services Representatives provide enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all customers and guests.

The role is a part of the Premium Services team within our Mexico City Airport group.

What You'll Do
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Responsibilities include comprehensive domestic and international ticketing functions, boarding pass issuance, seat assignments, upgrades, day of and future date ticketing, managing guest needs during off-schedule operations including rerouting travel itineraries, providing operational support which may include meeting customers and assisting with connecting flights and boarding, promoting Admirals Club memberships and renewals, thorough knowledge of all club and lounge membership and access policies, proactively mitigating customer service failures and deficiencies, and assisting guests in all areas of Premium Customer Services.

All you'll need for success
Requirement: Valid USA visa (B1/B2)
Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED
• Must be able to read, write, fluently speak and understand the English language
• Must be able to secure appropriate airport authority and/or Customs security badges, if applicable
• Actively demonstrate extraordinary customer service and customer engagement in an environment of hospitality
• Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service

Preferred Qualifications- Education & Prior Job Experience

• Excellent salesmanship skills/interpersonal skills with ability to interact effectively with all levels of management and public contact
• Service-oriented and self-motivated with a high level of professionalism
• Able to attend training classes in Dallas/Fort Worth, Texas
• Prior customer hospitality experience strongly preferred
• Maintain a well-groomed and professional appearance
• Excellent communication skills
• Prior travel industry experience preferred
• PC experience preferred
• Strong organizational and administrative skills required
• Ability to work irregular and/or extended hours, including weekends and holidays
• Must report to work on a regular and timely basis

What You'll Get
Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you'll have access to your health benefits to help you stay well.
• Wellness Programs: We want you to be the best version of yourself – that's why our wellness programs provide you with all the right tools, resources and support you need.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, guest & trade services reporting to the Head of Guest & Trade Service.

The Guest & Trade Services Lead is responsible for the overall sales & operational delivery for LACAR IRs and Brazil contact center in the LACAR region. The primary objective is to maximize revenue-generating opportunities, identify efficiencies and ensure the quality to customers is constantly improved. This is achieved by aligning with the brand’s strategic priorities and delivering on effective account management of our supplier and its contractual obligations via performance measurement of KPI’s and SLA’s.

The role is accountable to maximise performance through efficient ways of working the operational & sales processes in the contact center and delivery of continuous improvement projects whilst maintaining the highest standards of guest experience in line with the company’s expectations.

Working closely with the Guest Experience team and LACAR IR contact center, Guest & Trade Services Lead responsibilities extend to giving direction and resolution advice to the supplier and the brand teams as well as activating and managing incidents across LACAR IRs and Brazil market from start to finish.

• ACCOUNT, SALES & STAKEHOLDER MANAGEMENT
• Manage KPIs, SLAs and work with the supplier and other remotely managed departments to continuously improve sales performance & maximize the guest experience
• Deliver effective working relationships and plans with key supplier contacts and exchange feedback on a weekly basis
• Be accountable to brand stakeholders by ensuring the supplier delivers to the brand strategies
• Provide Leadership Team with performance updates and attend meetings to update when necessary
• Contribute to the planning and input on Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Deliver Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Propose, build and manage an annual incentive & educational plan for contact center
• Responsible for reviews & approvals of supplier strategies to deliver maximum performance and mitigate risks
• Initiate & manage the success of the operational action plans to correct underperforming areas. Evaluate & measure the improvement of the supplier.
• Give direction of the quality assurance expectations with focus on effectives sales techniques, provide feedback and coaching and attend calibration sessions
• Responsible for communicating financial new tasks to the agents in call center and update training plans if needed
• Attend weekly & monthly status review calls on overall performance with the supplier’s Operations Management
• OPERATIONAL DELIVERY & CONTINUOUS IMPROVEMENT EFFICIENCIES ACROSS LACAR IRs and BRAZIL CONTACT CENTRES
• Understand and communicate the brand strategy across LACAR IRs and Brazil Market to the contact center to maximize the sales & operational deliverables
• Communicate & implement change as and when necessary to support the brand strategies
• Build a proficient knowledge of legal and commercial structures and policies for all markets and contact centers represented for LACAR IRs and Brazil
• Identify & lead efficiency opportunities for the brand and contact centre teams in LACAR IRs and Brazil market by recommending best practice ways of working
• Initiate workstreams with the brand to continually evaluate the way we work on revenue generating workstreams and call avoiding efficiencies
• Lead assigned projects and manage the implementation of changes & efficiencies to the supplier and monitor
• Act as a subject matter expert and deliver its smooth transition into the contact centre operation
• Act as brand ambassador for Royal Caribbean Group
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Act as the link between the contact center, the brand and the supplier
• Audit & evaluate company loss reports and implement improvements
• Provide leadership & line manage your report line via reviews and yearly appraisals and develop a multiple skill base and career development plan
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Coach & develop your report line as part of succession planning
• Guest Experience
• Review the number of escalations received with the Guest Experience team on a regular basis
• Support guest resolutions when necessary with the aim to provide a one touch resolution
• Partner with the Guest Experience team to understand & evaluate trends and areas for improvement within the contact center
• INCIDENT MANAGEMENT
• Partner with the Guest Experience Manager for the successful communication and execution of managing the supplier through ship incidents that require contact centre support
• Be part of the out of hours duty team roster for LACAR IRs and Brazil and the Go! Team
• Be flexible to the demands of the business
• ADMINISTRATION
• Responsible for following contractual obligations in terms of supplier invoices & any incentives owned by RCL
• Oversee audits on supplier staff accounts & RCG’s knowledge desk pages and financial audits (special faring, OBC)
• Regularly review and sign off updates to the Standard Operating Procedures via the supplier
• Approve & sign off new starter system access, leavers & movers within the contact centres
• Approve IT tickets within SLA and escalate accordingly to ensure minimal disruption to business continuity
• Experience / Knowledge & Skills
• Previous experience of contact centre operational sales & account management essential with Brazil and LACAR IRs
• Must have excellent analytical skills to review reports and summarise key trends
• Superior decision-making skills required, including the ability to think critically and use independent judgment
• Previous experience of working within an international organisation is desirable
• AS400/GUI experience desirable
• Siebel knowledge desirable
• Qualifications
• Educated to A-Level standard or above
• Proficient in the use of Microsoft Windows and Office programs such as Word, Excel and PowerPoint

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.

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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, guest & trade services reporting to the Head of Guest & Trade Service.

The Guest & Trade Services Lead is responsible for the overall sales & operational delivery for LACAR IRs and Brazil contact center in the LACAR region. The primary objective is to maximize revenue-generating opportunities, identify efficiencies and ensure the quality to customers is constantly improved. This is achieved by aligning with the brand’s strategic priorities and delivering on effective account management of our supplier and its contractual obligations via performance measurement of KPI’s and SLA’s.

The role is accountable to maximise performance through efficient ways of working the operational & sales processes in the contact center and delivery of continuous improvement projects whilst maintaining the highest standards of guest experience in line with the company’s expectations.

Working closely with the Guest Experience team and LACAR IR contact center, Guest & Trade Services Lead responsibilities extend to giving direction and resolution advice to the supplier and the brand teams as well as activating and managing incidents across LACAR IRs and Brazil market from start to finish.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage KPIs, SLAs and work with the supplier and other remotely managed departments to continuously improve sales performance & maximize the guest experience
• Deliver effective working relationships and plans with key supplier contacts and exchange feedback on a weekly basis
• Be accountable to brand stakeholders by ensuring the supplier delivers to the brand strategies
• Provide Leadership Team with performance updates and attend meetings to update when necessary
• Contribute to the planning and input on Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Deliver Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Propose, build and manage an annual incentive & educational plan for contact center
• Responsible for reviews & approvals of supplier strategies to deliver maximum performance and mitigate risks
• Initiate & manage the success of the operational action plans to correct underperforming areas. Evaluate & measure the improvement of the supplier.
• Give direction of the quality assurance expectations with focus on effectives sales techniques, provide feedback and coaching and attend calibration sessions
• Responsible for communicating financial new tasks to the agents in call center and update training plans if needed
• Attend weekly & monthly status review calls on overall performance with the supplier’s Operations Management

• Understand and communicate the brand strategy across LACAR IRs and Brazil Market to the contact center to maximize the sales & operational deliverables
• Communicate & implement change as and when necessary to support the brand strategies
• Build a proficient knowledge of legal and commercial structures and policies for all markets and contact centers represented for LACAR IRs and Brazil
• Identify & lead efficiency opportunities for the brand and contact centre teams in LACAR IRs and Brazil market by recommending best practice ways of working
• Initiate workstreams with the brand to continually evaluate the way we work on revenue generating workstreams and call avoiding efficiencies
• Lead assigned projects and manage the implementation of changes & efficiencies to the supplier and monitor
• Act as a subject matter expert and deliver its smooth transition into the contact centre operation
• Act as brand ambassador for Royal Caribbean Group
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Act as the link between the contact center, the brand and the supplier
• Audit & evaluate company loss reports and implement improvements
• Provide leadership & line manage your report line via reviews and yearly appraisals and develop a multiple skill base and career development plan
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Coach & develop your report line as part of succession planning

• Review the number of escalations received with the Guest Experience team on a regular basis
• Support guest resolutions when necessary with the aim to provide a one touch resolution
• Partner with the Guest Experience team to understand & evaluate trends and areas for improvement within the contact center

• Partner with the Guest Experience Manager for the successful communication and execution of managing the supplier through ship incidents that require contact centre support
• Be part of the out of hours duty team roster for LACAR IRs and Brazil and the Go! Team
• Be flexible to the demands of the business

• Responsible for following contractual obligations in terms of supplier invoices & any incentives owned by RCL
• Oversee audits on supplier staff accounts & RCG’s knowledge desk pages and financial audits (special faring, OBC)
• Regularly review and sign off updates to the Standard Operating Procedures via the supplier
• Approve & sign off new starter system access, leavers & movers within the contact centres
• Approve IT tickets within SLA and escalate accordingly to ensure minimal disruption to business continuity

• Previous experience of contact centre operational sales & account management essential with Brazil and LACAR IRs
• Must have excellent analytical skills to review reports and summarise key trends
• Superior decision-making skills required, including the ability to think critically and use independent judgment
• Previous experience of working within an international organisation is desirable
• AS400/GUI experience desirable
• Siebel knowledge desirable

• Educated to A-Level standard or above
• Proficient in the use of Microsoft Windows and Office programs such as Word, Excel and PowerPoint

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.