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Corporate And Shore Operations Employment

Air/Sea Operations Department

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  • Custom Air Agent - Makes and confirms airline reservations for travel agents and guests requesting Custom Air by telephone, e-mail or facsimilie. Uses appropriate pricing guidelines to quote additional costs associated with fulfillment of request. Meets and exceeds performance goals with primary focus on average handle time and customer satisfaction.

    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

    • Answer inbound telephone calls, e-mail or faxes from travel partners and/or direct guests.

    • Describe and promote Royal Caribbean International and Celebrity Cruises custom air product and services.

    • Calculate additional fees, quote prices and promote sales.

    • Advise travel partners and/or guests of fees and any additional costs.

    • Daily monitoring and correction of errors that may cause ticketing exceptions, by updating the Flight Load Activity Screen.

    • Adapts to changing circumstances in the airline marketplace (lower contracted rates, airline strikes, possible airline related work stoppages, etc.) and alerts travel partners and/or direct guests of necessary adjustments to previously booked schedules.

    • Responsible for meeting or exceeding performance measurement standards and definitions.

    • Abides by all Royal Caribbean International and Celebrity Cruises policies and procedures.

    • Participates in special projects as assigned by Supervisor/Manager.

    EDUCATION and/or EXPERIENCE High School diploma or general education degree (GED) required. Some college preferred. One to two years related experience and/or training. Customer Service experience required. Call center experience preferred. Previous reservations or travel industry experience preferred. Airline CRS experience a plus.


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