Specialist, Onboard Revenue and Experience

This position is on – site in our Royal Caribbean Headquarters 1050

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 Celebrity Product Development Team has an exciting career opportunity for a full time Onboard Revenue and Experience Specialist reporting to the Director, Revenue Partners & Onboard Revenue Operations.

Position Summary

We are seeking a highly organized and proactive Onboard Revenue and Experience Specialist to join our team. This role is crucial in supporting our Onboard Revenue (OBR) department, ensuring smooth Concession VIP groups, Celebrations and wedding operations and enhancing the overall guest experience aboard our cruise ships.

Essential Duties And Responsibilities

Group and Event Support

• Collaborate with the sales team to develop and enhance the product offerings for OBR VIP groups for Art and Fine Jewelry, weddings, and celebrations.
• Conduct regular audits to ensure the proper execution of group and event sales, identifying areas for improvement and implementing necessary changes.
• Assist in creating customized packages and proposals for group bookings, incorporating the specific needs and preferences of the clients.
• Manage the celebration package inclusions with the various departments, such as catering and entertainment, to ensure seamless delivery of services for events.
• Provide support to the sales team in terms of lead generation, prospecting, and client relationship management.
• Manage the processing of marriage licenses for all regions, including US states and territories.
• Liaise with the Clerk of the Court in Florida or vendors in other states and territories to obtain the necessary forms and documentation.
• Work closely with legal counsel in Malta to request and obtain required forms and assist couples in completing and submitting the documents.
• Ensuring effective communication with guests, ensuring they have all the necessary information and guidance throughout the process.
• Collaborate with government bodies and officials to comply with legal requirements and ensure the smooth processing of marriage licenses.
• Manage the booking of officiants for in-port weddings, ensuring availability and compatibility with the couple's preferences.
• Facilitate communication between the spouses, wedding specialists, and officiants to ensure a seamless and memorable experience.
• Manage the processing of payments for officiants and other related services, ensuring accuracy and timeliness.
• Assist with visitor onboarding arrangements, providing information and support to concessions and special event groups.
• Manage ECC requests with all concessions and business partners for requested sailings.
• Provide onboard support to troubleshoot and resolve any issues or concerns that may arise with groups and events, ensuring smooth operations.
• Act as a point of contact for concession partners, guests and event organizers, addressing their inquiries, requests, and concerns related to their groups and sailings in a timely and professional manner.
• Collaborate with onboard staff and departments to ensure smooth operations and a seamless guest experience during group events.
• Proactively identify potential issues or challenges and implement appropriate solutions to minimize disruptions and maximize guest satisfaction.
  
  

Documentation and Reports

• Create and manage reports, standard operating procedures (SOPs), and other documentation to ensure effective organization and communication within the department.
• Develop and maintain a comprehensive digital filing system, allowing easy access to necessary documents and information.
• Collaborate with other teams and departments to gather relevant data and information for reporting and analysis purposes.
• Ensure accuracy and completeness of all documentation, implementing quality control measures as needed.
  
  

Research

• Conduct research on existing products, competitor analysis and vendor solutions as required.
  
  

Meeting and Conference Arrangements

• Coordinate the logistics for meetings and conferences, including the preparation of meeting materials and maintaining agenda items for OBR Directors and above.
• Business Trip Coordination: Organize international and local business trips for the OBR and Product Experience teams, including flights, hotels, and car rentals. Complete expense claims and process invoices as needed.
• Coordinate the logistics of the Concession partners Monthly, Quarterly and annual meetings, including preparation of materials and maintaining agenda items coordinating with attendees and the requirements during the meetings as needed.
• Season Readiness Meeting Coordination: Coordinate season readiness sessions, including scheduling, communications, and ship visit planning.
• Meeting Minutes and Follow-Ups: Take accurate minutes during meetings and send reminders for deliverables to ensure timely completion of tasks.
• Targeted Offers and Communication Projects: Support OBR with targeted offers and communication projects through effective calendar and email management.
  
  

Qualifications

Qualifications and Education

• Experience: Minimum of 3-5 years of experience in office support, event coordination, or a related field, preferably within the cruise or hospitality industry.
• Skills: Strong organizational and communication skills, with the ability to manage multiple tasks simultaneously. Proficiency in Microsoft Office Suite and digital filing systems.
• Education: Bachelor’s degree in business administration, Hospitality Management, or a related field is preferred.
• Attributes: Detail-oriented, proactive, and a team player with a passion for delivering exceptional guest experiences.
  
  

Responsibilities

Financial / Quantitative Responsibilities

• License Application Fee Controls: Ensure that application fees are controlled and managed within the allocated budget.
• License Cost Budget Setting: Assist in setting and managing the budget for licenses required for onboard activities and services.
• OBR Vendor Payments: Coordinate and process payments to vendors, ensuring timely and accurate transactions. Monitor vendor contracts and expenses to ensure they stay within budget.
  
  

Internal/ External Relationships

Customer Experience Center, Groups Liaison Team, Group Sales Team, Malta Legal Council, Malta Marriage Registrar, Officiant Vendors (Global), Clerk of the Courts (All states with turn ports), Foreign Government Registrars.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. Responsibilities include traveling between numerous offices. A high noise level is possible if visiting shipboard or offsite locations.

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.

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.