- Guest Experience Strategy: Responsible for creating guest communications strategies that improve guest satisfaction, efficiencies and effectiveness, and ensure messaging reflects the brand's values and tone of voice.
- Internal Collaboration: Brings together a cross-functional team consisting of representatives from all groups who communicate with guests to share insights for further improvements, identify new needs, and ensure maximum effectiveness.
- Guest Analytics: Works with Analysts to interpret consumer data, finding insights to strengthen both the clarity of messaging and, more importantly, guest satisfaction. Creates presentations that tell the story on the data, how it affects the business and proposes actions to further improve guest satisfaction and brand love. Strategize on how to improve email analytics related to click-thru & open rates.
- Guest Communications Journey: Develops a "guest first" content cadence that reflects the guest/end user needs, while also furthering business objectives. This role will work to maximize current communication streams to ensure a good guest flow of communication touchpoints.
- Day-to-Day Communications Responsibilities
- Deployment and Itinerary Modification Communications: Responsible for managing the 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.
- Guest Port Services Communications: Responsible for managing the streamlining and standardization of Guest Port Services type communications including Visa Requirements and Embarkation Instruction notifications.
- Operations-Related Communication Requests: Responsible for managing the creation of templates for all onboard guest communications needed for teams to communicate itinerary changes, delays, weather related incidents and crisis management type situations. This includes Captain's Announcements, Talking Points and Onboard Guest Letters.
- Revenue Management, PR, Corporate Communications, and Brand Marketing Collaboration, as needed
- Contact Center Agent Knowledge Management and Web Content Collaboration, as needed
- Bachelor's degree in Communications, Marketing, or related field. Previous work experience in Guest Relations or a guest-facing role, a plus.
- Strong understanding of brand building, positioning and communication strategy.
- Capable of monitoring and/or understanding trends in guest comments, concerns, and correspondence.
- Strong verbal and written communication skills, and effective listening skills.
- Ability to build and maintain excellent relationships with internal and external partners, including leadership.
- Demonstrated ability to influence and lead without express authority.
- Ability to work well under pressure and write clear and concise communications with minimal turn-around time.
- A self-starter, capable of managing multiple priorities and work in a fast-paced environment with a sense of urgency.
- Ability to quickly learn and maintain knowledge of Celebrity Cruises products and procedures.
- Computer proficiency and ability to work in multiple software applications including Word, Excel, Outlook, Internet, SharePoint and other platforms.
- Works well under pressure in emergency situations and is comfortable working flexible hours including nights, weekends and holidays
- Strategic decision-maker; and able to make fact-based recommendations.
- Ability to analyze data, research, and analysis to make recommendations based on business needs.
- Exhibit ability to interact with all departments and levels of management throughout organization and with external customers and companies.
- Excellent written and oral communication skills including mastery of copywriting and expertise in editing.
- Highly organized, with project management skills, and the ability to manage multiple priorities concurrently from conception to completion and work under tight deadlines.
- Guest Relations/Guest Communications experience to understand the consumer journey and POV.
- Experience working with luxury clients and travel advisers.
- Previous knowledge of Celebrity products and processes a plus.
-
Specialist, Guest Communications
2 weeks ago
Royal Caribbean Group Doral, United StatesJourney with usCombine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore ...
-
Specialist, Guest Communications
4 weeks ago
Royal Caribbean International - Land Based Jobs Miami, United States· 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 & benefits package, and excellent career development opportunities, each offering unique ways to exp ...
-
Communications Agent/PBX Operator
1 week ago
Trump Organization Doral, United States Full time*$500 Sign-on Bonus. You will receive $250 upon a successful 90 day completion and $250 upon 180 day completion of employment. · Position Purpose: · Answer hotel telephone and directs calls appropriate extension or room. Clearly communicate with guests regarding hotel informatio ...
-
Concierge
1 week ago
Associa Doral, United States Full timeJob Description · The Front Desk person is a customer service employee who works in a hotel, shopping mall, or even in some corporate office settings. They are the visible point person for the business enterprise and are there to be available to guests/customers at all times. Th ...
-
Executive Sous Chef
2 weeks ago
Crew Life at Sea Doral, United StatesJob Description · Job Description · Key Responsibilities: · - Develop and maintain menus that meet the needs and preferences of our diverse guest population, while also considering dietary restrictions and food allergies · onboard the cruise ship- Manage and train a team of s ...
-
Bistro Supervisor
2 weeks ago
Driftwood Hospitality Doral, United StatesCourtyard Miami West/FL Turnpike, 11580 NW 105th Street, Miami, Florida, United States of America · Req #3042Thursday, April 4, 2024Driftwood Hospitality Management's company culture empowers our associates to take initiative, be proactive, and contribute to the success of their ...
-
Assistant General Manager
2 weeks ago
UFC GYM Doral, United States Full timeAs a UFC Gym brand ambassador, the Assistant General Manager (AGM) represents UFC Gym and ensures Membership Specialists (MS) provide a welcoming, informative, differentiated, high energy, and incredible experience for all prospective members during gym visits. This position indi ...
-
Pool Attendant
4 weeks ago
Trump Organization Doral, United States Regular Full time*$500 Sign-on Bonus. You will receive $250 upon a successful 90 day completion and $250 upon 180 day completion of employment. · POSITION PURPOSE: · Assists in maintaining all aspects of our Recreation facility. Provides courteous and efficient guest service from point of arriva ...
-
Hospitality Manager
2 weeks ago
Topgolf Doral, United States Full timeJOB DESCRIPTION What You'll Do · The Hospitality Manager leads our team in providing best-in-class, off-the-chart, rockstar-level service with hospitality for our Guests. By working with, training and coaching our Associates; the Hospitality Manager drives the highest level of ...
-
Twin Peaks Girl- Bartender
4 weeks ago
DMD Restaurant Group Doral, United States Part timeTHIS IS A TIPPED POSITION · GENERAL PURPOSE OF THE JOB · This job requires the Twin Peaks Girl- Bartender to interact with, entertain, and provide best-in-class service and hospitality to every Twin Peaks guest. Additionally, Twin Peaks Girl- Bartenders are required to sell food ...
-
Beverage Manager
2 weeks ago
Sant Ambroeus Hospitality Group Doral, United States1450 Brickell Ave, Miami, FL 33131, USA · Req #284Thursday, February 29, 2024SA Hospitality Group is Italian at heart, the vision of Gherardo Guarducci and Dimitri Pauli who have translated old-world sensibilities to appeal to modern-day New York City clientele. Since 2003, SA H ...
-
Receptionist
2 weeks ago
The Larko Group Doral, United StatesOur client is a global law firm seeking a receptionist for a long-term contract. As the point of contact for clients, visitors, and staff, you will be able to greet and welcome guests, answer phone calls, and direct questions to the right people or departments within the firm. Yo ...
-
Executive Sous Chef
2 weeks ago
Mandarin Oriental Hotel Doral, United StatesPriority consideration when applying* A fast-track interview & selection process and, upon successful rehire, a tailored colleague orientation experience* Access to MO Talks and priority registration to live webinars with industry experts and featured Forever Fans* A Knowledge Po ...
-
Retail Attendant
2 weeks ago
Trump Organization Doral, United States Full time*$500 Sign-on Bonus. You will receive $250 upon a successful 90 day completion and $250 upon 180 day completion of employment. · POSITION PURPOSE: Provides assistance to guests with merchandise purchases or other questions. Assists in maintaining inventory items essential to mee ...
-
Restaurant Service and Kitchen Team
2 weeks ago
Panda Restaurant Group Doral, United StatesRestaurant Service and Kitchen Team Job Number: · Description Panda Express Service and Kitchen Team Associates · Join us as a Service and Kitchen Team Associate · We're looking for friendly team players to provide great customer service and cook food for our guests. Thrive ...
-
Beverage Operations Manager
2 weeks ago
MSC CRUISES Pty Ltd Doral, United StatesJOB PURPOSE · MSC Cruises, the world's third largest is seeking a · Beverage Operations Manager · who is passionate about hospitality and wants the chance to be part of a team creating extraordinary guest experience. This person is responsible for supporting day to day beverag ...
-
Executive Banquet Chef
2 weeks ago
TB ISLE RESORT LP Doral, United StatesJob Details · Job LocationJW Marriott Turnberry Miami Resort & Spa - Aventura, FL · Job CategoryHospitality - Hotel · Description · Scope of Position · The Executive Banquet Chef supervises all phases of food production and service directly related to catering functions, res ...
-
Front Desk Representative
4 weeks ago
UFC GYM Doral, United StatesRESPONSIBILITIES · : · Front Desk Customer Service · Ensures that guests and members are warmly greeted and promptly assisted · Ensures incoming calls are answered in a professional and efficient manner · Ensures proper member check-in procedures are followed · Responds effect ...
-
Executive Sous Chef
2 weeks ago
Mina Group Doral, United StatesJob Description · Job Description · Bourbon Steak is a modern American steakhouse that embodies a timeless dining experience complimented by a cutting-edge beverage program. Classic and contemporary, the restaurant accomplishes all the traditions expected from a steakhouse, pai ...
-
Senior Financial Analyst
2 weeks ago
Xanterra Doral, United StatesOverview · Awarded World's Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world's best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruis ...
Manager, Guest Communications - Doral, United States - Royal Caribbean Group
Description
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 & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
Position Summary:
The Manager of Guest Communications is responsible for creating and distributing guest communications 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 provide clear communication of travel requirements, itinerary modifications, and other pre-cruise or onboard guest communication needs.
This role works closely with various departments (Deployment, Hotel Operations, Revenue, Sales, Marketing, Guest Port Services, Global Contact Centers, International Teams, Corporate Communications and Marketing teams, etc.) to ensure all guest messaging is timely, on brand, clear and focused. The 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 analyze 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 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:
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-OH1
Manager, Guest Communications professionals in Doral
-
Hugo Rodriguez
Finance & Accounting Executive
-
Stephany Diaz
Logistics Executive
-
Ferieda Mohamed
Procument and Logistics