CEL, Direct Guest Service Agent

Position Summary

As a Direct Guest Service Agent at Celebrity Cruises, you will be part of a dynamic consumer outreach sales team responsible for creating exceptional vacation experiences for our customers. Your primary role will be to leverage “The Celebrity Way” and deliver consistent, elevated hospitality while utilizing your service expertise and customer skills to finalize cruise bookings effectively. This position involves but is not limited to managing inbound and outbound calls, handling guest reservations, and exceeding customer expectations with each interaction.

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Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answers in-bound telephone calls from direct guests and/or travel partners. Provides general information regarding Celebrity Cruises products, services and promotions. Quotes prices and availability including cross-selling and up-selling. Also assists in creating new reservations following Celebrity Cruises Sales Process.

Service existing bookings including making necessary changes to reservations, processing payments and arranging guest unique travel preferences. Agent may be required to research and provide information to accommodate special needs requests.

Providing a one call resolution on all applicable calls while working with other departments to assist guests in securing accurate information and finalizing their reservation.

Ability to accomplish both inbound and outbound phone calls to provide upsell opportunities to our guests existing reservations.

Analyzes guest reservation and provides recommendations on any additional revenue components to the guests booking that will enhance the cruising experience.

Enters required information into reservation system to maintain accurate history of each reservation and any associated transactions. Uses multiple database systems, internal computer programs and various computer-based resources.

Conducts basic research for problem resolution and communicates solutions to guests and/or Travel Partners.

Directs non-routine matters to the appropriate Celebrity Cruises resource for special handling and resolution.

Complies with established industry, company protocols and procedures. Perform elevated standards of customer service throughout every interaction with a customer.

Makes outgoing calls and receives incoming calls from guests related to any redeployments, charters, etc., and makes all necessary changes to reservations.

Meticulously record individual preferences / interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional.

In a dynamic work environment, flexibility and collaboration are essential. Employees should be prepared to take on tasks outside their primary responsibilities when necessary to support the team and ensure operational efficiency. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.