Account Executive, Onboard Sales

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands – including Royal Caribbean International, Celebrity Cruises and Silversea Cruises – the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

This position will be working onsite from Miami.

Position Summary:

Reporting to the Sr. Manager, Onboard Sales, the Account Executive, Onboard Sales, will be instrumental in recruiting and developing our onboard sales teams, ensuring the highest standards of guest interactions and sales efficiency. This role involves close collaboration with Fleet Managers and HR, effective onboarding of new recruits, and the development of comprehensive training and quality assurance programs. Additionally, the AE will manage an active support inbox to assist with inquiries and escalations related to the NextCruise program, analyze trends, and provide coaching to enhance team performance.

Essential Duties and Responsibilities:

Recruitment and Onboarding

– Responsible for managing the recruitment process for new Cruise Sales Associates in collaboration with Sr. Manager, Onboard Sales, Fleet Managers and Shipboard HR, and recruiters.

– Develop and implement effective recruitment strategies to attract qualified candidates for the Cruise Sales Associate position.

-Screen resumes and conduct phone interviews to assess candidate skills, experience, and cultural fit.

-Provide feedback and recommendations to hiring managers based on interview outcomes.

– Oversee the onboarding process for new recruits, ensuring they are fully prepared to deliver exceptional guest experiences and achieve sales targets.

-Generate and analyze recruitment metrics to evaluate the effectiveness of hiring strategies and processes.

– Provide regular updates to senior management on recruitment progress, challenges, and opportunities for improvement.

Training and Development

– Develop and implement Quality Assurance standards for onboard team guest/sales interactions.

– Create and deliver leadership training programs and continued education opportunities related to sales techniques and policies.

– Analyze training opportunities based on feedback and escalations to continuously improve training programs.

– Work closely with onboard teams to ensure alignment with Quality Assurance standards and training initiatives.

– Drive the development and implementation of policies, procedures, and service standards that enhance crew member experiences and optimize business outcomes.

– Foster a culture of continuous improvement, promoting professional development and engagement.

-Collaborate with training and development teams to align onboarding programs with ongoing training initiatives.

Sales Support and Performance Management

– Manage an active support inbox to assist call center and internal sales teams with inquiries, escalations, and support related to the NextCruise program.

– Monitor the support inbox to ensure timely and accurate responses to all inquiries and issues, categorizing and prioritizing incoming emails to address urgent matters promptly.

– Provide clear and comprehensive answers to common questions and escalate complex issues to the appropriate departments.

– Track and document recurring issues to identify patterns and develop proactive solutions.

– Maintain a knowledge base of frequently asked questions and standard responses for consistent communication.

– Analyze trends and training opportunities based on escalations to identify areas for improvement.

– Monitor and manage team performance by delivering coaching opportunities and maintaining opportunity logs.

– Serve as a representative of the brand at internal and external cross-functional conversations, events, and projects.

Qualifications, Knowledge and Skills:

– Bachelor’s degree in business administration, Human Resources, or a related field, preferred.

– Minimum of 2 years of experience in sales, training, or human resources, preferably within the travel or hospitality industry.

– Proven experience in recruiting, training, and developing sales teams.

– Strong analytical skills to identify trends and training opportunities.

– Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and with external partners.

– Strong organizational and project management skills.

Personal Attributes:

– Results-oriented and driven by a desire to achieve and exceed targets.

– Adaptable and comfortable working in a fast-paced, dynamic environment.

– Highly organized, with a keen eye for detail.

– Passionate about delivering exceptional guest experiences and driving sales performance.

We know there’s a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We’ll hope to see you onboard soon!

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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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