Senior Specialist, Onboard Revenue and Product Experience

This position is on – site in our Royal Caribbean Headquarters 1050 Miami

 

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 Revenue Partners & Onboard Revenue Operations Team has an exciting career opportunity for a full time Senior Specialist, Onboard Revenue and Product Experience reporting to the Director, Revenue Partners & Onboard Revenue Operations.

 

Position Summary

We are seeking a highly organized and proactive Onboard Revenue and Experience Senior Specialist to join our team. This role is crucial in supporting our Onboard Revenue (OBR) department, ensuring smooth Concession VIP groups, Celebrations and wedding operations and enhancing the overall guest experience aboard our cruise ships. 

 

Essential Duties and Responsibilities

 

Group and Event Support

 

• Collaborate with the sales team to develop and enhance the product offerings for OBR VIP groups for Art and Fine Jewlery, weddings, and celebrations.
• Conduct regular audits to ensure the proper execution of group and event sales, identifying areas for improvement and implementing necessary changes.
• Assist in creating customized packages and proposals for group bookings, incorporating the specific needs and preferences of the clients.
• Manage the celebration package inclusions with the various departments, such as catering and entertainment, to ensure seamless delivery of services for events.
• Provide support to the sales team in terms of lead generation, prospecting, and client relationship management.
• Manage the processing of marriage licenses for all regions, including US states and territories.
• Liaise with the Clerk of the Court in Florida or vendors in other states and territories to obtain the necessary forms and documentation.
• Work closely with legal counsel in Malta to request and obtain required forms and assist couples in completing and submitting the documents.
• Ensuring effective communication with guests, ensuring they have all the necessary information and guidance throughout the process.
• Collaborate with government bodies and officials to comply with legal requirements and ensure the smooth processing of marriage licenses.
• Manage the booking of officiants for in-port weddings, ensuring availability and compatibility with the couple's preferences.
• Facilitate communication between the spouses, wedding specialists, and officiants to ensure a seamless and memorable experience.
• Manage the processing of payments for OBR and other related services, ensuring accuracy and timeliness.
• Assist with visitor onboarding arrangements, providing information and support to concessions and special event groups.
• Manage ECC requests with all concessions and business partners for requested sailings.
• Provide onboard support to troubleshoot and resolve any issues or concerns that may arise with groups and events, ensuring smooth operations.
• Act as a point of contact for concession partners, guests and event organizers, addressing their inquiries, requests, and concerns related to their groups and sailings in a timely and professional manner.
• Collaborate with onboard staff and departments to ensure smooth operations and seamless guest experience during group events.  
• Proactively identify potential issues or challenges and implement appropriate solutions to minimize disruptions and maximize guest satisfaction.

 

Documentation and Reports

 

• Create and manage reports, standard operating procedures (SOPs), and other documentation to ensure effective organization and communication within the department.  
• Develop and maintain a comprehensive digital filing system, allowing easy access to necessary documents and information.
• Collaborate with other teams and departments to gather relevant data and information for reporting and analysis purposes.
• Ensure accuracy and completeness of all docum