Jobs
>
Miami

    Specialist, Guest Communications - Miami, United States - Royal Caribbean International - Land Based Jobs

    Royal Caribbean International - Land Based Jobs
    Royal Caribbean International - Land Based Jobs Miami, United States

    1 week ago

    Default job background
    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 Specialist of Customer Experience Marketing Communications is responsible for assisting the Sr. Manager in crafting consumer messaging when the guest experience is affected. This includes, but is not limited to incident handling, itinerary changes, cancellations, and changes to revenue-driven products for our domestic and global markets. This individual will interact with various departments (Deployment, Sales & Marketing, Hotel Operations, Guest Port Services, Global Contact Centers, International Teams, etc.) to ensure information is received and provided in a timely manner. They will support the Sr. Manager with communicating all messaging in a positive tone, in our brand voice, with a focus on driving guest satisfaction and interest. The Specialist will develop talk tracks for all Contact Centers related to all consumer communications. While reviewing all facets of the customer journey, the Specialist will look for areas of opportunities and propose recommendations for more effective and efficient communication to guests. Additionally, they will analyze consumer data to identify actionable insights that will influence business decisions. Researching and evaluating competitor initiatives and product offerings to confirm we are at a competitive advantage and ahead of industry trends will also be part of this role. Understanding our consumers¿ needs to provide products that add value and increased APDs will be imperative to success, while also assessing impacts that change existing products and what these changes do to the guest experience, which may at times involve identifying appropriate resolutions. A positive can-do attitude with a resolution-focused approach, while keeping the guest top-of-mind, is crucial to the Specialists success. Additionally, the Specialist 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 (Consumer Journey) Strategy: Analyze the current strategy and approach to find opportunities for improvement of new and existing product messaging.
    • Customer Behavior: Understand our customer behavior, along with their needs and how our product offerings meet their needs, how our products are communicated and what value the specific product holds for them.
    • Consumer Journey Mapping: Audit the consumer journey to ensure it is up to brand standards. Assist with the planning of new product launches and releases, while always having a keen eye on how we can provide a better customer experience.
    • Competitor Strategy: Stay in-the-know of competitors¿ initiatives and regular market research for onboard offerings.
    • Deployment and Itinerary Strategy: Provide research and findings on consumer and marketing insights that will influence strategic deployment decisions. Identify different types of customer needs with a focus on destination/itineraries that will generate awareness, interest and drive demand.
    • Brand Program Strategy: Ensure brand programs align with the guest experience strategy and the brand voice is imbedded in all guest communications.
    • Contact Center Agent Knowledge Management Audits and Review: Monitor and audit content to ensure accurate internal intranet sites. Develop talk tracks for all Contact Centers to ensure messaging is uniformed at all consumer points of contact.
    • Guest Analytics: Analysis and interpretation of consumer data to find any trends or insights that will allow for brand improvement and competitive advantages.

    Qualifications, Knowledge & Skills:

    • Bachelor's degree in Communications, Marketing or related field. Knowledge of the hospitality industry experience is a plus.
    • Interest in Project Management along with developing integrated programs, onboard communications, partnerships, consumer journey and promotions.
    • Brand experience and knowledge of the various systems used in our contact centers preferred.
    • Ability to think out-of-the-box and creatively brainstorm for strategic initiatives.
    • Solution focused and detail oriented, with excellent knowledge of computers, Internet access and the ability to navigate within a variety of software packages including Excel, Word, Power Point or related programs.
    • Financial analysis ability is a plus.
    • Ability to produce graphs and related images.
    • Occasional travel required.
    • Knowledge of the sales and marketing channels.
    • Effective communication skills for development of comprehensive and impactful communication strategy.
    • Understanding of research information and performance metrics in relation to consumer trends, behavior and preferences.
    • Knowledge and understanding of global marketplace and consumer behavior.
    • Knowledge of cruising industry products and services.
    • 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.
    • Ability to implement successful strategies, while measuring and analyzing results.

    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.

    #LI-OH1

  • Royal Caribbean Group

    Manager, Guest Communications

    2 weeks ago

    Royal Caribbean Group Doral, 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 explor ...

  • Royal Caribbean Group

    Senior Manager, Guest Communications

    1 week ago

    Royal Caribbean Group Doral, United States

    Position Summary: · The Sr. Manager of Guest Communications 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 ...

  • Julia and Henry's

    Guest Experience and Entertainment Coordinator

    2 days ago

    Julia and Henry's Miami, United States

    Location: Julia & Henry's; 200 E Flagler, Miami FL 33131 · **About Us**: Named after the founders of Miami, Julia Tuttle and Henry Flagler, the redeveloped historic landmark pays homage to both the city and building's history, while paving the way for a new social scene in Downto ...

  • Ink 477 LLC

    Hostess- Sofia Design District

    4 days ago

    Ink 477 LLC Miami Beach, United States

    **Position Summary**: · The Host/Hostess is an important part of the initial contact with the guests and must provide a warm welcome and provide excellent customer service to set the tone of the guest experience. The Reservation Supervisor will be responsible for administrative t ...

  • TGI Fridays

    Host(Ess)

    5 days ago

    TGI Fridays Miami Beach, United States

    To present a positive first impression of TGI Fridays friendliness, excellent service and high standards. To greet Guests upon arrival, ensure Guest dining experience is excellent and to bid Guests farewell as they leave. · **Key Responsibilities**: · - Greet incoming and departi ...

  • Fontainebleau Florida Hotel, LLC

    Director of Guest Services

    6 days ago

    Fontainebleau Florida Hotel, LLC Miami Beach, United States

    Overview: · **"IF YOU CREATE THE STAGE SETTING AND IT IS GRAND, EVERYONE WHO ENTERS WILL PLAY THEIR PART."** · - Morris Lapidus · A spectacular blend of Golden Era glamour and modern luxury, Fontainebleau today reinvents the original vision of legendary architect Morris Lapidus - ...

  • EAST Miami

    Guest Experience Manager

    3 days ago

    EAST Miami Miami, United States

    **JOB DESCRIPTION** · **Position Title**: Guest Experience Manager · **Department**:Guest Experience (GE) · ***Report to: Director of Guest Experience** · **Nature of the Job** · **Basic Purpose & Objective of the Position** · Oversee the daily operations of the Guest Experience ...

  • Queen Miami Beach

    Server

    6 days ago

    Queen Miami Beach Miami Beach, United States

    COMPANY BACKGROUND · Mr. Hospitality Miami, the distinguished hospitality management group curates unique European-inspired venues in the vibrant cities of Miami and Miami Beach, Florida. Leading our array of premier establishments is Queen Miami Beach, promising fine dining and ...

  • Hilton

    Guest Service Agent

    1 week ago

    Hilton Miami Beach, United States

    Guest Service Agent (Part Time) - Hilton Cabana Miami Beach Resort · Overlooking the Atlantic Ocean, the offers direct access to the beach and the nine-mile Miami Beachwalk. Features include two ocean-view outdoor pools, poolside cabanas, and our private beach. Enjoy complimentar ...

  • Catalina Hotel & Beach Club

    Front Desk Agent

    1 week ago

    Catalina Hotel & Beach Club Miami Beach, United States

    **Summary/Objective** · The Front Desk Agent is responsible for ensuring all guests are promptly checked-in and out of the hotel, and all guest requests and queries are handled politely and efficiently in accordance with hotel standards. · **Essential Functions** · Reasonable acc ...

  • TGI Friday's

    Casual Dining Host

    1 week ago

    TGI Friday's Miami Beach, United States

    Visit TGI Fridays(Miami/South Beach) in Miami Beach, FL for great food and amazing drinks.View location hours, directions, deals and more. · **Minimum Age 18** · Welcome to the celebration That's your job. You get to welcome every guest with the promise of fun and a great experie ...

  • SuViche Wynwood LLC

    Server

    6 days ago

    SuViche Wynwood LLC Miami, United States

    Summary of Position: · Provide friendly, responsive service to create an exceptional dining experience for all of our guests. Each server's primary objective is to provide a genuinely hospitable experience. · Duties & Responsibilities: · - Welcome and greet guests. Make all our g ...

  • Mondrian South Beach

    Night Manager

    6 days ago

    Mondrian South Beach Miami Beach, United States

    **POSITION PURPOSE** · Under the general guidance of the Director of Front Office, oversee the overnight operations of the Front Office Department. Ensure that Front Desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests an ...

  • Dream South Beach

    Front Office Agent

    3 days ago

    Dream South Beach Miami, United States

    Summary · - Front Office associates are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties may ...

  • Circa 39

    Front Desk Agent

    6 days ago

    Circa 39 Miami Beach, United States

    Job Summary: · Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying ...

  • Mondrian South Beach

    Housekeeping Supervisor

    6 days ago

    Mondrian South Beach Miami Beach, United States

    As a Housekeeping Supervisor, you will be responsible for supervising and coordinating the activities of the housekeeping staff, ensuring that all rooms and public areas are cleaned and maintained according to established standards. · **Responsibilities**: · - Supervise, train, a ...

  • Marriott International, Inc

    Front Desk

    6 days ago

    Marriott International, Inc Miami Beach, United States

    **Additional Information** Shifts: 7am-3:30pm, 3pm-11:30pm, Weekly Pay, Pay rate: $18.72 · **Job Number** · **Job Category** Rooms & Guest Services Operations · **Location** Residence Inn Miami Beach South Beach, th Street, Miami Beach, Florida, United States VIEW ON MAP · **Sch ...

  • Catalina Hotel & Beach Club

    Front Desk Supervisor

    1 week ago

    Catalina Hotel & Beach Club Miami Beach, United States

    **Summary/Objective** · The Front Desk supervisor is responsible for ensuring all guests are promptly checked-in and out of the hotel, and all guest requests and queries are handled politely and efficiently in accordance with hotel standards. Assist with the supervision of the Fr ...

  • EAST Miami

    Server- Banquets On- Call

    3 days ago

    EAST Miami Miami, United States

    **JOB DESCRIPTION** · **Position Title**: Banquet Server / Bartender**Department: Banquets & Catering** · **Report to**:Banquet Manager**Nature of the Job** · **Basic Purpose & Objective of the Position** · - You will create a special event that our Guests will remember. Your abi ...

  • Sexy Fish

    Bartender

    5 days ago

    Sexy Fish Miami, United States

    **Sexy Fish** · **Sexy Fish** is one of a kind restaurant where visionary ideas are combined with extraordinary architecture, memorable uniforms, a great location, and a selective selection of artwork. **Sexy Fish** comes to life by bringing a team built of passionate individuals ...