Customer Experience Consultant

Royal Caribbean Group

. Receive inbound phone calls from internal and external customers and chat communications from internal customers .

Posted 10/27/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service within a casino environment, with strong analytical, problem-solving, and communication skills. Proficient in reservation systems and financial decision-making to enhance guest experiences and resolve service issues.

Highest-signal resume keywords

Casino Call Center ExperienceExpert Level Proficiency In FIT And Groups Reservation SystemsStrong Mathematical SkillsEffective Written And Verbal Communication SkillsStrong Analytical And Problem-Solving Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceProblem-SolvingFinancial Decision-MakingService RecoveryReservation Systems Proficiency

Soft Skills

Active ListeningProfessional CommunicationRelationship Management

Tools & Technologies

Microsoft Office ApplicationsSiebel CRSUCMLoyalty

Industry Keywords

Casino Department ProceduresGuest Complaints ResolutionService History InterpretationRestricted Inventory ManagementCross-Functional Collaboration

About the role

Key responsibilities & impact

Receive inbound phone calls from internal and external customers and chat communications from internal customers
Provide support regarding brand and Casino Department procedures and guidelines
Service reservations and answer questions regarding accounting, documentation, choice air, promotions, and related issues
Manage escalated Celebrity Casino, Blue Chip Club, and brand issues at a supervisory level
Resolve guest complaints involving reservations, products, services, air arrangements, payments/refunds, and pre-vacation experiences
Handle pre-cruise accounting problems and interpret service history
Make pricing, exception, payment, compensation, upgrade, refund, credit, and fare-penalty decisions within company guidelines
Act as the primary contact between the CO department and cross-functional departments to resolve service issues
Provide professional service by phone and written correspondence
Manage relationships with Celebrity Casino, Blue Chip Club, the brand, and VIP guests
Handle sail-date-specific issues, including canceled sailings, oversells, unique itinerary requirements, and revenue-related requests
Maintain restricted inventory such as family and disabled staterooms
Recommend solutions for recurring service failures
Complete special projects requiring extensive research and resolution
Make sound financial decisions during service recovery while maintaining profit margin goals

Requirements

What you’ll need

Bachelor’s degree (BA) preferred or equivalent combination of education and experience in a call center or customer service role
Minimum 6 months of Casino call center experience required
Strong mathematical skills, including calculations involving discounts and percentages
Ability to actively and effectively listen to internal/external guest needs
Effective and professional written and verbal communication skills
Strong analytical and problem-solving skills
Strong product knowledge
Strong computer navigation skills
Proficiency with Microsoft Office applications
Expert level proficiency in FIT and Groups reservation systems, Siebel CRS, UCM, and Loyalty
Ability to work onsite in an office setting and/or in a virtual office environment

Benefits

Comp & perks

Competitive compensation and benefits package
Excellent career development opportunities