Job Description

Royal One Project Support - Project Based

Position Summary:

The Royal One Project Support (ROPS) team is responsible for supporting our loyalty program by providing timely, accurate, and professional administrative assistance. This position is a temporary contract ending December 31, 2026, with the possibility of an extension based on business need. This position is not guest-facing and supports two brands: Royal Caribbean International and Celebrity Cruises. This team will work from home the majority of the time, with an onsite rotation (7 weeks at home, 1 week in office in rotation).

ROPS team members process cardholder redemptions in an expedient manner, providing resolution in one contact, while delivering excellent service in alignment with the brand vision. This team accurately assesses guest needs and meticulously records individual preferences and requests, maintaining a detailed guest history to ensure that no process requires repeating and every experience with Royal Caribbean Group is exceptional.

ROPS team members will manage manual redemption for Royal One cardholders when their online submission has failed due to system error. Success in this role requires strong communication skills, attention to detail, and a customer-first mindset. The position requires the ability to work and thrive within a five-star, luxury culture.

Essential Duties and Responsibilities:

• Processes redemption requests from Royal One cardholders, an exclusive credit card program associated with Royal Caribbean Group
• Sets appropriate expectations and follows up accordingly throughout the redemption process.
• Managing & organizing member records ensuring accurate and detailed records of our guest's personal information, contact details, sailing history, guest value and marketing & vacation preferences ensuring confidentiality and security of sensitive data.
• Uses appropriate internal systems to research and gather the information needed to appropriately process redemptions.
• Possesses an understanding of established cruise industry standards and company protocols and procedures.
• Understands and complies with departmental standards and established metrics. Attends required training classes, completes required online training courses and satisfies completion standards
• Performs other duties as required. (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 supervisor or management.)

Qualifications, Knowledge, and Skills:

• College Graduate, or with relevant administrative experience preferred
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive and focused manner
• Must be productivity minded and possess the ability to meet established deadlines.
• Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.
• Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays. The department hours will match North America business hours (overnight in Manila).
• Fluent English language skills (both written and verbal).
• Exhibits strong interpersonal skills and fosters a diverse and respectful workplace. Seeks ways to support team efforts while contributing to overall organizational success
• Communicates effectively with all external and internal customers through both verbal and written interactions
• Displays proficiency in Microsoft Windows, Microsoft Office applications, Siebel experience is a plus.
• Complies with internal policies, guidelines and conduct standards, while making decisions and delivering the Royal Way values on every interaction.
• High attention to detail on all interactions, accurately verifying guest information and recording data, both text and numeric information, at a rate of at least 35 wpm from both spoken and printed sources.
• Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks and lunches)

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.