Royal Caribbean Group
Senior Manager, Guest Communications & Engagement
Royal Caribbean Group, Miami, Florida, us, 33222
Senior Manager, Guest Communications & Engagement
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Senior Manager, Guest Communications & Engagement
role at
Royal Caribbean Group . We combine career goals and sense of adventure to offer a competitive compensation and benefits package and excellent career development opportunities.
Position Summary The Senior Manager of Guest Communications and Engagement is responsible for creating and distributing guest communications for pre‑cruise and onboard, maintaining brand values, tone of voice, and guest satisfaction. The focus is on communicating health and safety protocols, travel requirements, redeployments, itinerary changes, and reducing Contact Center complaint volume while supporting day‑to‑day requests from Deployment, Revenue, Guest Port Service, and Operations teams. The role also drives overall guest satisfaction and manages incident communications.
Essential Duties and Responsibilities
Guest Experience Strategy: Oversee the communication strategy to improve efficiencies and guest satisfaction, ensuring messaging reflects brand values.
Incident Handling: Collaborate with stakeholders to provide the best experience during incidents, ensuring timely communication and coordination of compensation.
Health and Safety Protocols: Maintain and update Health and Safety protocols and travel requirements, create copy and contact center talking points, and manage web pages and pre‑cruise emails.
Deployment and Itinerary Modifications: Own communication of all deployment and itinerary changes, including compensation coordination and changes in shore excursion opportunities.
Guest Port Services Communication Request: Standardize communications such as Visa Requirements and Embarkation Instructions.
Operations Related Communication Requests: Create templates for onboard communications, including itinerary changes, delays, weather incidents, crisis management, announcements, and guest letters.
Contact Center Knowledge Management: Develop writing and scenario training, talk tracks, and audits to ensure consistent guest‑centric messaging.
Guest Analytics: Work with analysts to interpret consumer data, find insights, create presentations, and strategize email analytics improvements.
Qualifications
Bachelor’s degree in Communications, Marketing, or related field.
Previous guest‑facing or guest relations experience is a plus.
Strong verbal, written, and listening skills.
Ability to build and maintain relationships with internal and external partners.
Demonstrated ability to influence and lead without express authority.
Ability to work well under pressure and produce clear, concise communications quickly.
Self‑starter capable of managing multiple priorities in a fast‑paced environment.
Familiarity with Celebrity Cruises and/or Royal Caribbean International products and procedures.
Ability to monitor trends in guest comments and correspondence.
Computer proficiency in Word, Excel, Outlook, SharePoint, and other platforms.
Welcome to work flexible hours including nights, weekends, and holidays.
Knowledge and Skills
Excellent written and oral communication, mastery of copywriting, and meticulous editing.
Highly organized with project management skills, capable of handling multiple priorities and tight deadlines.
Strategic decision maker who makes fact‑based recommendations.
Analytical skills with ability to research and interpret data.
Ability to interact with all departments and levels of management, as well as external customers.
Experience in guest relations/communications to understand consumer journey.
Experience working with luxury clients and travel advisers.
Previous knowledge of Celebrity and/or Royal Caribbean International products a plus.
We know there’s a lot to consider. Our recruiters will be glad to provide guidance and answer any additional questions. Thank you for your interest in Royal Caribbean Group. We 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.
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Senior Manager, Guest Communications & Engagement
role at
Royal Caribbean Group . We combine career goals and sense of adventure to offer a competitive compensation and benefits package and excellent career development opportunities.
Position Summary The Senior Manager of Guest Communications and Engagement is responsible for creating and distributing guest communications for pre‑cruise and onboard, maintaining brand values, tone of voice, and guest satisfaction. The focus is on communicating health and safety protocols, travel requirements, redeployments, itinerary changes, and reducing Contact Center complaint volume while supporting day‑to‑day requests from Deployment, Revenue, Guest Port Service, and Operations teams. The role also drives overall guest satisfaction and manages incident communications.
Essential Duties and Responsibilities
Guest Experience Strategy: Oversee the communication strategy to improve efficiencies and guest satisfaction, ensuring messaging reflects brand values.
Incident Handling: Collaborate with stakeholders to provide the best experience during incidents, ensuring timely communication and coordination of compensation.
Health and Safety Protocols: Maintain and update Health and Safety protocols and travel requirements, create copy and contact center talking points, and manage web pages and pre‑cruise emails.
Deployment and Itinerary Modifications: Own communication of all deployment and itinerary changes, including compensation coordination and changes in shore excursion opportunities.
Guest Port Services Communication Request: Standardize communications such as Visa Requirements and Embarkation Instructions.
Operations Related Communication Requests: Create templates for onboard communications, including itinerary changes, delays, weather incidents, crisis management, announcements, and guest letters.
Contact Center Knowledge Management: Develop writing and scenario training, talk tracks, and audits to ensure consistent guest‑centric messaging.
Guest Analytics: Work with analysts to interpret consumer data, find insights, create presentations, and strategize email analytics improvements.
Qualifications
Bachelor’s degree in Communications, Marketing, or related field.
Previous guest‑facing or guest relations experience is a plus.
Strong verbal, written, and listening skills.
Ability to build and maintain relationships with internal and external partners.
Demonstrated ability to influence and lead without express authority.
Ability to work well under pressure and produce clear, concise communications quickly.
Self‑starter capable of managing multiple priorities in a fast‑paced environment.
Familiarity with Celebrity Cruises and/or Royal Caribbean International products and procedures.
Ability to monitor trends in guest comments and correspondence.
Computer proficiency in Word, Excel, Outlook, SharePoint, and other platforms.
Welcome to work flexible hours including nights, weekends, and holidays.
Knowledge and Skills
Excellent written and oral communication, mastery of copywriting, and meticulous editing.
Highly organized with project management skills, capable of handling multiple priorities and tight deadlines.
Strategic decision maker who makes fact‑based recommendations.
Analytical skills with ability to research and interpret data.
Ability to interact with all departments and levels of management, as well as external customers.
Experience in guest relations/communications to understand consumer journey.
Experience working with luxury clients and travel advisers.
Previous knowledge of Celebrity and/or Royal Caribbean International products a plus.
We know there’s a lot to consider. Our recruiters will be glad to provide guidance and answer any additional questions. Thank you for your interest in Royal Caribbean Group. We 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.
#J-18808-Ljbffr