Manager, Guest Communications

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 & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Manager of Guest Communications is responsible for creating and distributing guest communications 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 provide clear communication of travel requirements, itinerary modifications, and other pre-cruise or onboard guest communication needs.

This role works closely with various departments (Deployment, Hotel Operations, Revenue, Sales, Marketing, Guest Port Services, Global Contact Centers, International Teams, Corporate Communications and Marketing teams, etc.) to ensure all guest messaging is timely, on brand, clear and focused. The 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 analyze data to identify actionable insights that will influence business decisions.

• Guest Experience Strategy: Responsible for creating guest communications strategies that improve guest satisfaction, efficiencies and effectiveness, and ensure messaging reflects the brand's values and tone of voice.
• Internal Collaboration: Brings together a cross-functional team consisting of representatives from all groups who communicate with guests to share insights for further improvements, identify new needs, and ensure maximum effectiveness.
• Guest Analytics: Works with Analysts to interpret consumer data, finding insights to strengthen both the clarity of messaging and, more importantly, guest satisfaction. Creates presentations that tell the story on the data, how it affects the business and proposes actions to further improve guest satisfaction and brand love. Strategize on how to improve email analytics related to click-thru & open rates.
• Guest Communications Journey: Develops a "guest first" content cadence that reflects the guest/end user needs, while also furthering business objectives. This role will work to maximize current communication streams to ensure a good guest flow of communication touchpoints.
• Day-to-Day Communications Responsibilities
• Deployment and Itinerary Modification Communications: Responsible for managing the 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 Communications: Responsible for managing the streamlining and standardization of Guest Port Services type communications including Visa Requirements and Embarkation Instruction notifications.
• Operations-Related Communication Requests: Responsible for managing the creation of templates for all onboard guest communications needed for teams to communicate itinerary changes, delays, weather related incidents and crisis management type situations. This includes Captain's Announcements, Talking Points and Onboard Guest Letters.
• Revenue Management, PR, Corporate Communications, and Brand Marketing Collaboration, as needed
• Contact Center Agent Knowledge Management and Web Content Collaboration, as needed

• Bachelor's degree in Communications, Marketing, or related field. Previous work experience in Guest Relations or a guest-facing role, a plus.
• Strong understanding of brand building, positioning and communication strategy.
• Capable of monitoring and/or understanding trends in guest comments, concerns, and correspondence.
• 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 products and procedures.
• 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
• 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.
• Excellent written and oral communication skills including mastery of copywriting and expertise in editing.
• Highly organized, with project management skills, and the ability to manage multiple priorities concurrently from conception to completion and work under tight deadlines.
• Guest Relations/Guest Communications experience to understand the consumer journey and POV.
• Experience working with luxury clients and travel advisers.
• Previous knowledge of Celebrity products and processes a plus.