Job Description

Position Summary: 

The Onboard Experience Support Specialist provides elevated support to our onboard Guest Experience teams before, during and after the cruise. This position is heavily focused on supporting the onboard resolution of any issues or concerns raised by our guests, ranging from highly escalated issues and complex decision consultation to transactional administrative tasks. This requires outside of the box thinking, sound judgement and the ability to find creative solutions. In addition, the Specialist will also support any issues that require post-cruise follow-up by the ship via coordinated handoff and addressing any contacts received directly from guests or travel partners following the completion of the cruise. They will identify and share opportunities with leadership to foster the continuous improvement of our brand. The Specialist will do whatever is necessary to support our onboard teams in the delivery of an exceptional guest experience.

Position Scope: 

The Specialist, Onboard Experience provides elevated support to our onboard Guest Experience teams before, during and after the cruise. This role is typically challenged with triaging and resolving escalated issues originating from our shipboard teams where onboard resolution efforts have been unsuccessful. This position uses creative problem solving, judgement and empowerment to provide resolutions that balance guest experience and business goals. An additional challenge is representing the brand on post-cruise issues and speaking thoughtfully while navigating complex issues and making difficult decisions. The Specialist will have the authority to issue compensation based on their judgment and established guidelines but can provide compensation up to 100% of the fare paid, up to $10,000. The position has the authority to make decisions as needed within scope of the position. 

Essential Functions:

• Provides elevated support to our shipboard staff before, during and after the cruise. Assists with handling sensitive and highly escalated situations as they require support. Actively listens to create understanding, researches using a variety of available tools and techniques, and then partners with the shipboard team on the appropriate course of action for the situation. Responds to inquiries and assists with requests for administrative support. Uses empowerment and judgement to drive timely and effective resolutions, up to the full value of the booking where deemed necessary. 

• Liaises with appropriate business units to ensure all relevant information has been processed as needed. Actively communicates and partners with shipboard teams at all phases to ensure alignment. Interfaces with the Accessible Experience team on issues requiring ADA expertise to drive resolution. 

• Research guest and travel professional letters, e-mail, and phone calls regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues. 

• Manages customer interactions by utilizing the Siebel system. 

• Creates Service Requests (SRs), Activities, and monitors files to ensure that no issue is left unresolved. 

• Follows up with guests to communicate the resolution of identified concerns and ensures their satisfaction with the handling of their expressed concern. 

• Composes, edit, and prepares follow-up letters and emails for guests. 

• Identifies opportunities to improve processes and our overall guest experience

• Researches inquiries not addressed in applicable systems and ensures findings are communicated and documented appropriately

• Provides support to onboard teams during shipboard incidents, including elevated communication, the processing of cruise fare refunds, and handling of out-of-pocket expenses

• Performs additional duties and special projects as assigned

What You Can Expect

• Cruise and Travel Privileges for You and Your Family

• Health Benefits

• 401(k)

• Employee Stock Purchase Plan

• Training & Professional Development

• Tuition & Professional Certification Reimbursement

• Base Salary Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

QUALIFICATIONS

Minimum Experience

• High School Diploma/GED or equivalent

• At least 2 years of hospitality or customer service experience

• At least 2 years handling escalated issues.

Minimum Qualifications (if preferred but not required, list as such):

• Excellent interpersonal skills and communication skills (verbal and written) with guests, travel agents, employees, other departments, and management. 

• Strong listening skills and the ability to empathize and connect with customers. 

• Ability to assess situations and determine the best course of action within scope of role

• Time management and organizational skills

• Strong knowledge and proficiency in relevant systems to access and update guest information.

• Proficient in Microsoft office suite.

WORK CONDITIONS: 

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

• This position is remote, based on approved location, and reports into Princess Cruise Lines’ brand headquarters in Santa Clarita, CA. Work beyond normal business hours will be required occasionally to support projects or to provide operational support based on business needs.

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