Spec, Guest Care Job in Miami 33101, Florida US
Royal Caribbean Cruises Ltd.
About the Job
Care Team Specialist
Combine your experience and sense of adventure by joining our exciting team of employees in Miami, FL. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
The Care Team Specialist provides support and assistance to our Guests following difficult circumstances encountered during their vacation onboard and ashore insuring that affected guests feel represented in their care needs. Circumstances may include, but are not limited to, crime victims, medical evacuations, missing persons, accidents onboard and ashore, as well as death.
Career snapshot:
- Acts as facilitator between Ship, Guest and Crew in any difficult situation including, but not limited to, crime victims, medical evacuations, missing persons, accidents onboard and ashore, as well as death.
- Establishes contact with family members of injured/ affected guests and keeps them continually informed of the guests' medical status until they are sent home.
- Coordinates guest care with shipboard personnel, focusing on guests with adverse incidents (e.g. medical emergencies, medical disembarkations, deaths, missing persons and crime victims).
- Assists in preparation of informational material to be provided to guests in the event of unforeseen debarkations
- Works with ship and shoreside departments to ensure that regulatory bodies involved have access to guestsÿ legal documents if needed
- Collects data regarding applicable incidents and when applicable, hands over cases to Guest Services and/or Guest Claims.
- Executes refund(s), waiver of onboard charges and in the case of deaths, has deceased guest and family elimination from future marketing databases
- Attends staff meetings and participates in the discussion of current pending matters.
- Coordinates all flights, hotels, repatriation, special circumstances approves and handles direct contact between other departments, and guest.
- Handles out of the ordinary cases
- Associates degree preferred; 3 to 7 years related experience and/or training
- Customer services training preferred
- Specialized training in Sexual Assaults and/or Victims Rights Programs
- This job requires travel under short notice and under hard circumstances as well as remain on call 24 hours/7 days a week to support these emergency/critical situations
Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.
Join our team as a Care Team Specialist. Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy. If you are being considered for this position you will hear back from us within the next 30-60 days. During this time, you can view your application status on our career site.
RCL is an Equal Employment Opportunity employer.
Additional Information:
- Travel Percentage: 30%
