6 Empregos para Club Med - Brasil

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play

• Free employee season pass and free or discounted dependent(s) season pass
• Free and discounted friends & family day passes
• Free transportation to & from Bend, Sunriver, and La Pine
• Discounts across the resort (food & beverage, retail, rentals, lessons & more)
• Employee housing program
• 401k with up to 5% company match & immediate vesting
• Discounted onsite daycare
• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

At Mt. Bachelor's Mountain Gateway and Sunrise Guest Service centers, Guest Service Greeters serve as likely the first point of connection when guests first arrive at the resort. As a Greeter, you'll embody the spirit of mountain hospitality, creating memorable first impressions that transform each guest's visit into an exceptional experience.

Our ideal Guest Services Greeter possesses an innate talent and passion for human connection, paired with the ability to maintain composure and warmth even during our busiest periods. Your genuine enthusiasm for helping others will shine through as you anticipate needs, solve challenges, and ensure every guest feels truly welcomed.

Success in this role stems from your comprehensive knowledge of Mt. Bachelor's operations, from resort layout to daily activities and special events. A strong presence to proactively guide guests confidently, whether they're seeking directions, information about shopping or dining, or assistance with our amenities, is of paramount importance. You'll take pride in staying current with resort happenings, ensuring your recommendations and guidance always reflect the latest offerings and opportunities.

Your technical responsibilities include providing patient guidance for basic online purchases and supporting Pick Up Box operations with precision. You'll ensure smooth Your Pass redemption experiences while proactively monitoring and restocking Pick Up Boxes.

Above all, you'll be an ambassador of mountain hospitality, turning routine interactions into memorable moments. Your clear communication, quick problem-solving abilities, and authentic warmth will create an atmosphere where every guest feels valued and eager to return. Through your dedication to exceptional service, you'll help craft the welcoming, inclusive environment that makes Mt. Bachelor a beloved destination.

Essential Functions/Major Responsibilities

• Greet each visitor with authentic warmth, maintaining engaging eye contact and initiating welcoming conversations.
• Navigate peak periods skillfully, delivering quality service while managing time effectively with interactions to service business levels accordingly.
• Connect with guests through clear, friendly communication that anticipates and addresses their needs.
• Share deep product knowledge to guide guests confidently through their selections.
• Stay current on seasonal resort offerings and summer activities to enhance guest recommendations.
• Transform challenging situations into positive outcomes using established guest recovery practices.
• Present a polished, professional appearance that reflects Mt. Bachelor's standards.
• Support the Mountain Host team with Lost & Found assistance and guest connection initiatives.
• Partner seamlessly with direct Supervisors, Manager, and team members as well as colleagues across all resort departments.
• Begin each shift informed and prepared by reviewing Daily Notes and connecting with supervisors.
• Take initiative beyond core duties to support overall department success.
• Contribute actively to team meetings and departmental growth.
• Identify opportunities to enhance guest experiences through interdepartmental collaboration.
• Practice situational awareness to ensure guest comfort and safety.
• Create and maintain an inviting, organized clean workspace.
• Address potential concerns promptly by communicating with management.
• Participate in regular safety discussions and required training sessions.
• Monitor entry areas to maintain a secure, welcoming atmosphere.

Interpersonal Contacts

Primary contact is with guests. You are our frontline staff.

Specific Job Skills

• Technical: Ability to assist guests as they navigate the Mt. Bachelor website and online platform to purchase tickets and passes, and effective utilization of the Pick Up Boxes.
• Physical Capabilities: Able to lift 20lbs, stand for long periods of time.

Education/Related Experience

• Minimum education required: High School Diploma or Equivalent.
• Minimum time in related position: 1 year in customer service, retail, hospitality, or related customer service experience.

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Such accommodation requires an interactive discussion with the Human Resources Department before such accommodations can be made.

• In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow and walk on steep and uneven surfaces.

Current Hiring Rate: $16.50/hr

Minimum Age Requirement: 18+

Come Work Where You Play

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play

• Free employee season pass and free or discounted dependent(s) season pass
• Free and discounted friends & family day passes
• Free transportation to & from Bend, Sunriver, and La Pine
• Discounts across the resort (food & beverage, retail, rentals, lessons & more)
• Employee housing program
• 401k with up to 5% company match & immediate vesting
• Discounted onsite daycare
• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

Guest Service Lead Agents work in high business volume environments, assisting guests with the online purchase of tickets, season passes, equipment rentals, Ski and Ride School, Zipline Tours, RV reservations, and Sunset Dinners. Lead Agents must be experts in the online purchase flow so they can guide guests on their mobile devices, laptops, tablets, etc. Lead Agents work with sophisticated point of sale (POS) terminals requiring a high level of computer experience. Lead Agents work with guests in person, via email, text, and phone. They must be able to work in any of our sales locations, including West Village Guest Services, West Village Reservations, Sunrise Guest Services, Sun Country Tours Bend, and Sun Country Tours Sunriver. Lead Agents must have the ability to work well with the public constantly, often under stressful conditions. Lead Agents must have a high level of knowledge about all aspects of Mt. Bachelor and Sun Country Tours, including other departments, their locations and functions, as well as events, activities, and services available to our Guests. Lead Agents must have a high degree of computer literacy in Windows. Some of our locations include retail operations, and duties include maintaining displays of products and restocking merchandise, researching product features and sharing knowledge with co-workers, assisting with merchandise check-in, and internal transfers.

In addition to assisting guests, the Lead Agent will oversee the day-to-day communications of the sales agents, be available to answer their questions, provide clarifications, suggestions, and input on handling difficult situations. The Lead Agent will assist in ongoing training for new products and reworked products. Lead Agents are responsible for opening and closing Guest Service offices, distributing and collecting cash to/from staff, and submitting nightly deposits and reports. Lead Agents act as a primary communication link between Guest Service Agents and Guest Services Supervisors.

Essential Functions/Major Responsibilities

Provide Excellent Guest Service:

• Maintain a consistent high level of care for our new and returning guests.
• Listen to and take care of Guest Service agents.
• Use effective verbal communication and interpersonal skills.
• Anticipate and meet the needs of guests through input on the scheduling of agents.
• Take the initiative to support the Mt. Bachelor Guest Service Huddle Program.
• Guest recovery and the ability to manage upset guests.
• Guest solutions without the assistance of a supervisor.
• Know and apply Mt. Bachelor Chain of Command and policies for guest recovery.
• Know what products and services are available for sale and actively pursue opportunities for sales.
• Monitor inbox.
• Oversee Satisfy (chatbot) and submit question/answer requests to the Digital Marketing Manager.

Support Teamwork and Initiative:

• Work well with others as part of a team.
• Mentor co-workers to elevate team success.
• Be aware of any procedure changes and event activity that may affect the department by reviewing the staff announcement notebook and communicating with the Department Supervisor at the beginning of your shift.
• Be aware of department needs outside of specific agenting tasks and take initiative to contribute.
• Attend departmental meetings.

Adhere to Safety and Security Policies:

• Follow the "Heads Up" Rule: Be aware of what is going on around you. If at any time you feel an unsafe situation exists, please consider it your duty to report it to your manager. Assess and improve your work area(s) to ensure that our environment is enjoyable, productive, and safe.
• Watch all entries and exits for hazards and or unwarranted activities.
• Take the initiative to support the Mt. Bachelor Safety Huddle Program.
• Proactively complete the safety training matrix.

Interpersonal Contacts

Primary contact is with agents and guests. Other contacts include Rentals, SRS, Helpdesk, Retail, and department Supervisors.

Specific Job Skills

• Technical: Ability to run a computerized POS system.
• Physical Capabilities: Able to lift 20lbs, stand for long periods of time.
• Additional: Cash handling experience preferred. Must have good math and typing skills. Ability to meet your scheduling commitments.

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Such accommodation requires an interactive discussion with the Human Resources Department before such accommodation can be made.

• In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow and walk on steep and uneven surfaces.

Current Hiring Rate: $20.50/hr

Minimum Age Requirement: 18+

Come Work Where You Play

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play

• Free employee season pass and free or discounted dependent(s) season pass
• Free and discounted friends & family day passes
• Free transportation to & from Bend, Sunriver, and La Pine
• Discounts across the resort (food & beverage, retail, rentals, lessons & more)
• Employee housing program
• 401k with up to 5% company match & immediate vesting
• Discounted onsite daycare
• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

Guest Service Level 2 Agents work in high business volume environments, assisting guests with the online purchase of tickets, season passes, equipment rentals, Ski and Ride School, Zipline Tours, RV reservations, and Sunset Dinners. Agents must be experts in the online purchase flow so they can guide guests on their mobile devices, laptops, tablets, etc. At times, agents work with sophisticated point of sale (POS) terminals requiring a high level of computer experience. Agents work with guests in person, via email, text, and phone. They must be able to work in any of our sales locations, including West Village Guest Services, West Village Reservations, Sunrise Guest Services, Sun Country Tours Bend, and Sun Country Tours Sunriver. Some work is performed indoors, while some is outdoors in an alpine winter environment. They must demonstrate understanding and proficiency in operating the POS to fulfill products sold in all Guest Service locations. Agents have high guest contact requiring quality customer service skills. Agents must have the ability to work well with the public constantly, often under stressful conditions. Agents must have a high level of knowledge about all aspects of Mt. Bachelor & Sun Country Tours, including other departments, their locations and functions, as well as events, activities, and services available to our Guests. Agents must have a high degree of computer literacy in Windows. Some of our locations feature retail operations, and duties include maintaining displays of products and restocking merchandise, researching product features, and sharing knowledge with co-workers.

Essential Functions/Major Responsibilities

Provide Excellent Guest Service

• Greet guests warmly, make eye contact, and start a dialogue to initiate a positive interaction.
• Direct and assist guests with product/service choices.
• Listen to and take care of guests under tight time constraints.
• Use effective verbal communication and interpersonal skills.
• Anticipate and meet the needs of guests.
• Know and apply Mt. Bachelor & Sun Country Tours Chain of Command and policies for guest recovery.
• Know what products and services are available for sale and actively pursue opportunities for sales.
• Complete transaction efficiently and accurately, directing guests as necessary.
• Report to work on time and in complete uniform.
• Have a high level of computer literacy.

Support Teamwork and Initiative

• Work well with others as part of a team.
• Be aware of any procedure changes and event activity that may affect the department by reviewing staff announcement daily notes and communicating with the Department Supervisor at the beginning of your shift.
• Be aware of department needs outside of specific cashiering tasks and take initiative to contribute.
• Attend departmental meetings.

Operate the POS system

• Log in to Windows and the POS system, configure as appropriate.
• Count bank, check, and/or load ticket and receipt printer, and other supplies.
• Open the conditions page and read, update yourself on staff announcements and other news of the day, before greeting the first guest.
• Sell tickets, passes, rentals, and lessons using cash, credit cards, gift cards, and mixed payments.
• Know which transactions can be completed online, and which transactions need to be done in person.
• Identify when a transaction is to be a sale, voucher redemption from a profile, or an order fulfillment.
• Determine the usage of pass products.
• Recognize commonly presented physical vouchers and coupons and know their usage restrictions and redemption procedures.
• Search for and find customer vouchers, identify the correct voucher(s), and redeem the correct voucher(s).
• Basic troubleshooting of the POS equipment, including restarting, clearing ticket jams, ticket will not feed issues, etc.
• Complete Basic Cashiering class with IT.
• Accurately count out bank, deposit, complete necessary closing paperwork, client close, and stocking of station at the end of shift.

Adhere to Safety and Security Policies

• Follow the "Heads Up" Rule: Be aware of what is going on around you. If at any time you feel an unsafe situation exists, please consider it your duty to report it to your manager. Assess and improve your work area(s) to ensure that our environment is enjoyable, productive, and safe.
• Watch all entries and exits for hazards and or unwarranted activities.
• Take the initiative to support the Mt. Bachelor Safety Huddle Program.
• Proactively complete the safety training matrix.

Interpersonal Contacts

Primary contact is with guests. You are our frontline staff.

Specific Job Skills

• Technical: Ability to run a computerized POS system.
• Physical Capabilities: Able to lift 20lbs, stand for long periods of time.
• Additional: Cash handling experience preferred. Must have good math and typing skills. Ability to meet your scheduling commitment.

Education/Related Experience

• Minimum education required: High School Diploma or Equivalent.
• Minimum time in related position: 1 year in customer service, retail, hospitality, or related customer service experience.

Job Conditions

In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow, lift up to 10 pounds, and walk on steep and uneven surfaces.

Current Hiring Rate: $18.50/hr

Minimum Age Requirement: 18+

Come Work Where You Play

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.

Location: Bend, Oregon

Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.

This role comes with amazing perks & benefits because we want our employees to Work Where You Play

• Free employee season pass and free or discounted dependent(s) season pass
• Free and discounted friends & family day passes
• Free transportation to & from Bend, Sunriver, and La Pine
• Discounts across the resort (food & beverage, retail, rentals, lessons & more)
• Employee housing program
• 401k with up to 5% company match & immediate vesting
• Discounted onsite daycare
• Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
• Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts

Position Summary

Guest Services Agents work indoors in a high business volume environment, selling and fulfilling tickets, season passes, equipment rentals, Tours, and/or Ski and Ride School products at sophisticated point of sale (POS) terminals requiring a high level of computer experience.

GS Agents must demonstrate understanding and proficiency in operating the POS to fulfill the products sold. GS Agents have high guest contact requiring quality customer service skills. GS Agents must have the ability to work well with the public constantly, sometimes under stressful conditions. Agents must have a high level of knowledge about all aspects of products offered, including other departments, their locations and functions, as well as events, activities, and services available to our guests.

Essential Functions/Major Responsibilities

Provide Excellent Guest Service

• Greet guests warmly, make eye contact, and start a dialogue to initiate a positive interaction.
• Direct and assist guests with product/service choices.
• Listen to and take care of guests under tight time constraints.
• Use effective verbal communication and interpersonal skills.
• Anticipate and meet the needs of guests.
• Know and apply Mt. Bachelor & Sun Country Tours Chain of Command and policies for guest recovery.
• Know what products and services are available for sale and actively pursue opportunities for sales.
• Complete transaction efficiently and accurately, directing guests as necessary.
• Report to work on time and in complete uniform.

Support Teamwork and Initiative

• Work well with others as part of a team.
• Be aware of any procedure changes and event activity that may affect the department by reviewing the staff announcement notebook and communicating with the Department Supervisor at the beginning of your shift.
• Be aware of department needs outside of specific cashiering tasks and take initiative to contribute.
• Attend departmental meetings.

Operate the POS system

• Log in to Windows and POS, configure colors and list views.
• Count bank, check, and/or load ticket and receipt printer, and other supplies.
• Sell daily products and services using cash, credit cards, gift cards, and mixed payments.
• Book Zipline Tours, Rafting, and RV reservations in a separate booking system.
• Have a basic understanding of Ski, Snowboard, and Mountain Bike rentals.
• Can explain, sell, and organize limited retail items.
• Identify when a transaction is to be a sale, voucher redemption from a profile, or an order fulfillment.
• Guide guests through online orders and voucher redemption.
• Basic troubleshooting of the POS equipment, including restarting, clearing ticket jams, ticket will not feed issues, etc.
• Accurately count out bank, deposit, complete necessary closing paperwork, client close, and stocking of station at the end of shift.

Adhere to Safety and Security Policies

• Follow the "Heads Up" Rule: Be aware of what is going on around you. If at any time you feel an unsafe situation exists, please consider it your duty to report it to your manager. Assess and improve your work area(s) to ensure that our environment is enjoyable, productive, and safe.
• Watch all entries and exits for hazards and or unwarranted activities.
• Take the initiative to support the Mt. Bachelor Safety Huddle Program.
• Proactively complete the safety training matrix.

Interpersonal Contacts

Primary contact is with guests. You are our frontline staff.

Specific Job Skills

• Technical: Ability to run a computerized POS system.
• Physical Capabilities: Able to lift 20lbs, stand for long periods of time.
• Additional: Cash handling experience preferred. Must have good math and typing skills.

Education/Related Experience

• Minimum education required: High School Diploma or Equivalent.
• Minimum time in related position: 1 year in customer service, retail, hospitality, or related customer service experience.

Physical Demands

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. Such accommodation requires an interactive discussion with the Human Resources Department before such accommodations can be made.

• In addition to the specific conditions below, every position at Mt. Bachelor requires the ability to shovel snow and walk on steep and uneven surfaces.

Current Hiring Rate: $16.50/hr

Minimum Age Requirement: 16+

Come Work Where You Play

Please be aware incomplete applications will not be accepted or reviewed. Mt. Bachelor is an Equal Opportunity Employer. Mt. Bachelor is committed to creating a quality work environment which makes full use of the talents and contributions of all employees without regard to race, color, religion, national origin or citizenship status, sex, gender identity or expression, pregnancy, sexual orientation, age, disability or military status.

Lead, Guest & Trade Services

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.

Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, guest & trade services reporting to the Head of Guest & Trade Service.

The Guest & Trade Services Lead is responsible for the overall sales & operational delivery for LACAR IRs and Brazil contact center in the LACAR region. The primary objective is to maximize revenue-generating opportunities, identify efficiencies and ensure the quality to customers is constantly improved. This is achieved by aligning with the brand’s strategic priorities and delivering on effective account management of our supplier and its contractual obligations via performance measurement of KPI’s and SLA’s.

The role is accountable to maximise performance through efficient ways of working the operational & sales processes in the contact center and delivery of continuous improvement projects whilst maintaining the highest standards of guest experience in line with the company’s expectations.

Working closely with the Guest Experience team and LACAR IR contact center, Guest & Trade Services Lead responsibilities extend to giving direction and resolution advice to the supplier and the brand teams as well as activating and managing incidents across LACAR IRs and Brazil market from start to finish.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage KPIs, SLAs and work with the supplier and other remotely managed departments to continuously improve sales performance & maximize the guest experience
• Deliver effective working relationships and plans with key supplier contacts and exchange feedback on a weekly basis
• Be accountable to brand stakeholders by ensuring the supplier delivers to the brand strategies
• Provide Leadership Team with performance updates and attend meetings to update when necessary
• Contribute to the planning and input on Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Deliver Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans
• Propose, build and manage an annual incentive & educational plan for contact center
• Responsible for reviews & approvals of supplier strategies to deliver maximum performance and mitigate risks
• Initiate & manage the success of the operational action plans to correct underperforming areas. Evaluate & measure the improvement of the supplier.
• Give direction of the quality assurance expectations with focus on effectives sales techniques, provide feedback and coaching and attend calibration sessions
• Responsible for communicating financial new tasks to the agents in call center and update training plans if needed
• Attend weekly & monthly status review calls on overall performance with the supplier’s Operations Management

• Understand and communicate the brand strategy across LACAR IRs and Brazil Market to the contact center to maximize the sales & operational deliverables
• Communicate & implement change as and when necessary to support the brand strategies
• Build a proficient knowledge of legal and commercial structures and policies for all markets and contact centers represented for LACAR IRs and Brazil
• Identify & lead efficiency opportunities for the brand and contact centre teams in LACAR IRs and Brazil market by recommending best practice ways of working
• Initiate workstreams with the brand to continually evaluate the way we work on revenue generating workstreams and call avoiding efficiencies
• Lead assigned projects and manage the implementation of changes & efficiencies to the supplier and monitor
• Act as a subject matter expert and deliver its smooth transition into the contact centre operation
• Act as brand ambassador for Royal Caribbean Group
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Act as the link between the contact center, the brand and the supplier
• Audit & evaluate company loss reports and implement improvements
• Provide leadership & line manage your report line via reviews and yearly appraisals and develop a multiple skill base and career development plan
• Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team
• Coach & develop your report line as part of succession planning

• Review the number of escalations received with the Guest Experience team on a regular basis
• Support guest resolutions when necessary with the aim to provide a one touch resolution
• Partner with the Guest Experience team to understand & evaluate trends and areas for improvement within the contact center

• Partner with the Guest Experience Manager for the successful communication and execution of managing the supplier through ship incidents that require contact centre support
• Be part of the out of hours duty team roster for LACAR IRs and Brazil and the Go! Team
• Be flexible to the demands of the business

• Responsible for following contractual obligations in terms of supplier invoices & any incentives owned by RCL
• Oversee audits on supplier staff accounts & RCG’s knowledge desk pages and financial audits (special faring, OBC)
• Regularly review and sign off updates to the Standard Operating Procedures via the supplier
• Approve & sign off new starter system access, leavers & movers within the contact centres
• Approve IT tickets within SLA and escalate accordingly to ensure minimal disruption to business continuity

• Previous experience of contact centre operational sales & account management essential with Brazil and LACAR IRs
• Must have excellent analytical skills to review reports and summarise key trends
• Superior decision-making skills required, including the ability to think critically and use independent judgment
• Previous experience of working within an international organisation is desirable

• Educated to A-Level standard or above
• Proficient in the use of Microsoft Windows and Office programs such as Word, Excel and PowerPoint

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.