AddressThe 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 clearly communicate all health and safety protocols, travel requirements, redeployments and itinerary modifications, as well as, minimizing Contact Center and Guest Services/Relations complaint volume while facilitating day to day requests for Guest Communications from the Deployment, Revenue, Guest Port Service and Operations teams. The Sr. Manager will also be a key member in driving guest satisfaction overall and specifically during incidents.
This role works closely with various departments, Deployment, Hotel Operations, Revenue, Sales, Marketing, Guest Port Services, Global Contact Centers, International Teams, etc., to ensure all guest messaging is timely, on brand, clear and focused.
The Sr. 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 also analyze consumer 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 Sr. 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:
- Guest Experience Strategy: Oversees the Guest Communications strategy with an eye towards improving efficiencies and effectiveness (guest satisfaction), ensuring messaging reflects the brands values and tone of voice. Additionally, this role will focus on maximizing current communication streams to ensure a good guest flow of communication touchpoints.
- Incident Handling: Collaborate with key stakeholders to provide the best experience to guests during incidents while ensuring internal and external expectations are appropriately set. Understanding when compensation is required and that communications go out in a timely manner while overseeing that processes (contact center, onboard, compensation, etc.) occur simultaneously and in sync with partners.
- Health and Safety Protocols: Engage with Hotel Operations, Port Operations and Guest Port Services in the perpetual update of Health and Safety protocols and Travel Requirements by country. Responsible for creating and editing all related copy including call center talking points. Own the update of all associated web pages, FAQs and pre-cruise email communications. Work with external email vendor to ensure guests on all ships and sail dates receive pre-cruise emails appropriate to the country of embarkation and in the right cadence.
- Deployment and Itinerary Modifications: Own 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 Communication Request: Streamline and standardize Guest Port Services type communications including Visa Requirements and Embarkation Instruction notifications.
- Operations Related Communication Requests: Create templates for all onboard Guest Communications needed to communicate itinerary changes, delays, weather related incidents and crisis management type situations. This includes Captain’s Announcements, Talking Points and Onboard Guest Letters.
- Contact Center Agent Knowledge Management Audits and Review: Create writing and scenario training for our Contact Centers to ensure a guest-centric POV in every interaction. Create talk tracks for all Contact Centers to ensure messaging is uniformed at all consumer points of contact.
- Guest Analytics: Work with Analysts to interpret consumer data, finding insights to strengthen both the clarity of messaging and guest satisfaction. Be able to create presentations that tell the story on data and how it affects the business. Strategize on how to improve email analytics related to click & open rates.
Qualifications:
- Bachelor’s degree in Communications, Marketing or related field. Previous work experience in Guest Relations or a guest-facing role, a plus.
- 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 and/or Royal Caribbean International products and procedures.
- Capable of monitoring and/or understanding trends in guest comments, concerns and correspondence.
- 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
Knowledge and Skills:
- Excellent written and oral communication skills including mastery of copywriting and expertise in editing with outstanding attention to detail.
- Highly organized, with project management skills, and the ability to manage multiple priorities concurrently from conception to completion and work under tight deadlines.
- 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.
- Guest Relations/Guest Communications experience to understand the consumer journey and POV.
- Experience working with luxury clients and travel advisers.
- Previous knowledge of Celebrity and/or Royal Caribbean International products and processes a plus.
