Supervisor, Resolution Desk

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 Silversea Cruises brand has an exciting career opportunity for a full time Supervisor, Resolution Desk on the Reservations Team reporting to the Director, Reservations Americas.

Position Summary:

The role of the Supervisor Resolution Desk – Americas is to have direct oversight of the Resolution Desk, upkeep of knowledge base and be a liaison for any Insurance related concerns between Silversea and Allianz. Managing a multi-location resolution team, responsible for coordinating the onboard experience, train and develop team members. The Supervisor Resolution Desk – Americas must be able to efficiently build, track and report on KPIs proven to drive the excellence in service and response time to both internal and external customers. Supervisor Resolution Desk – Americas is responsible for the recruiting, hiring and the development of all resolution desk staff including regularly scheduled trainings, QA reviews, and travel partner satisfaction. Supervisor Resolution Desk - Americas will also serve as a liaison between Silversea and Allianz team. Overall responsibility includes all operational and tactical responsibilities of the Americas Support team.

Essential Duties and Responsibilities:

• Having knowledge of entire Reservation Process (QA, 2.0, Policies and Call Monitoring

• Allocate daily tasks to Support staff

• Review support email boxes daily

• Responsible for preparation of occupancy forecast

• Responsible for training staff

• Responsible for implementation of policies and procedures

• Liaise with Allianz team as needed

• Identify Top Producing Accounts ensure proper recognition by Reservation staff

• Knowledgeable of ships facilities/services and ensures service agents are equally knowledgeable

• Coordinate with training and development team to update knowledge base as needed

• Responsible for various reports and supply to each department concerned

• Monitoring Telephone Manner and general performance of reservations staff daily

• Observes and ensures that proper telephone manners are maintained at all times

• Follows up outstanding service request and update reservation status

• Responsible for work schedule

Qualifications, Knowledge and Skills:

• B.A. or equivalent experience

• Must have a minimum of 5 years’ experience, preferably in luxury hospitality sales management, travel reservations/consumer sales or a related discipline

• Highly organized, self-motivated and capable of working with minimal day-to-day direction

• Proven ability to achieve sales goals

• Strong understanding of the luxury travel market

• Working knowledge of customer relationship management (CRM) software

• Proven supervisory experience with all levels of staff

• Proficiency with Word, Excel, Outlook and PowerPoint

• Strong leadership, management, and organizational skills

• Excellent interpersonal skills and ability to tactfully deal with internal and external contacts

• Must possess a positive, team-player attitude

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.