Senior Manager, Guest Communications & Engagement

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.

 

The position is onsite and based in Miami, Florida.

 

Position Summary: 

 

The Senior Manager of Guest Communications and Engagement is responsible for creating and distributing guest communications for use pre-cruise and onboard, with a goal of maintaining brand values, tone of voice and, ultimately, guest satisfaction. The focus of this role is to clearly communicate all health and safety protocols, travel requirements, redeployments and itinerary modifications, as well as, minimizing Contact Center and Guest Services/Relations complaint volume while facilitating day to day requests for guest communications from the Deployment, Revenue, Guest Port Service and Operations teams. The Senior Manager will also be a key member in driving guest satisfaction overall and specifically during incidents. 

 

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 Senior 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. 

  

A positive can-do attitude with a proactive and resolution-focused approach, while keeping the guest top-of-mind, is crucial to success. Lastly, the Senior Manager will assist with presentations and ensure all projects and initiatives are handled in a timely manner. 

 

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. 

 

Essential Duties and Responsibilities: 

 

• 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. 

• Incident Handling: Collaborate with key stakeholders to provide the best experience to guests during incidents while ensuring internal and external expectations are appropriately set. Understanding when compensation is required and that communications go out in a timely manner while overseeing that processes (contact center, onboard, compensation, etc.) occur simultaneously and in sync with partners. 

• 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. 

• 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.