Royal Genie @Royal Caribbean

Business Acumen

• Responsible for meeting or exceeding Star Guest Satisfaction KPIs that are directly influenced by this role
• Services our Star guests throughout their cruise experience: from pre-arrival to post departure; ensures that all standard operating procedures are adhered to regarding the Royal Suite Class program
• Works closely within Guest Services and with other departments and divisions to plan and deliver customized vacation experiences for our Star guests
• The Royal Genie will ensure that assigned suites are prepared before embarkation with all necessary information and requests; will work with the appropriate departments to refresh and replenish as required throughout the voyage
• The Royal Genie will welcome all Star guests upon arrival to the terminal and expedite the arrivals process, including providing a direct escort to the suite while the luggage is accompanied by an dedicated attendant
• The Royal Genie will be trained and able to offer luxury butler services, including, but not limited to, the following: wake up service, packing and unpacking luggage, shoe polishing, wine and champagne service, overseeing proper food and beverage service in a variety of styles
• Is knowledgeable of the activities and events onboard to be able to provide guests with accurate and up-to-date information, handle any special request, and suggest appropriate venues
• Liaises with Shore Excursion Manager and M&R Manager on local port of call arrangements.
  Coordinates the maintenance and/or repair of the suite with Executive Housekeeper or other shipboard departments as needed.
• Assists, as requested, with business services, including assistance with airlines or hotels and document printing and faxing.
• Royal Genie will escort guests through the departure formalities swiftly.
• Delivers the WOW every day by living The ROYAL Way; ensures Gold Anchor standards, Safety, Environmental and other company policies and standards are consistently maintained.
• Uses past life experiences and creativity to deliver unique and professional ways of elevating service in a manner which consistently surprises and delights the Royal Genie’s guests and colleagues as well as RCI Management and Shareholders.
• Provides pertinent information to guests in order to upsell In-Stateroom Catering, Shore Excursions, Spa appointments, Cabanas and other upgraded experiences.
• Maintains knowledge of the ship’s regular events, ports of call and special functions by reviewing all available sources to provide accurate information to answer questions .
• Makes reservations for various activities and services such as shore excursions, dining, wine, spa, flowers, etc. Follows-up to ensure services and amenities are delivered as specified.
  Works with the M&R Division to ensure maximization of revenue by providing information on Guest Preferences and to complete any guest requests related to M&R Division.
• Competent in all brand standards and accountable for executing against them at all times; holds others accountable for delivering against the standards
• “Your wish is my command” is the service philosophy followed by Royal Genies. Royal Genie will make guest’s entertainment, shore excursion, private transportation and dinner reservations with best table location; as well as delivering “surprise and delight” moments throughout the cruise.
• The Royal Genie takes ownership and is accountable for responding to guest feedback and requests according to departmental standards. By maintaining knowledge of all suite guest ratings and comments, assists in maintaining a culture throughout the Guest Services team for owning and resolving guest issues to complete satisfaction.
• Serves as the ship’s key contact person for Star guest inquiries and service requests and always goes above and beyond to fulfill requests; escalating to Guest Services Manager when necessary.
• Ensures that both boarding and departure process for Star guests is easy and efficient
  Is the “go-to” person for any issues for Star guests and is available outside the office hours if needed.
• Exhibits professional leadership presence, positive energy and passion in all situations
• Maintains a positive attitude at all times and accepts ownership for achieving results in all areas of accountability
• Works with other division and departmental leaders to ensure that all necessary shipboard employees are knowledgeable of Royal Genie Services and the Royal Suite Class program and that all new initiatives and changes pertaining to the program are communicated to all levels of the organization onboard in a timely manner.
• Fosters team unity and collaborates well
• Reviews the Suite guest report with the Guest Services Manager and shipboard leaders prior to each voyage to share as much insight as possible of guests sailing in Star suites.
• Coordinates with Guest Services Manager to ensure other departments and their employees are trained and up to date on the Royal Suite Class program and it’s benefits
• Escalates shortcomings and service failures to the respective manager or senior leadership level as needed.
• Is a role model for others and serves as a positive ambassador of Royal Caribbean International
• Practices sound and prudent business sense while demonstrating the highest degree of professional ethics at all times.
• Maintains guests’ confidence and protects organization’s reputation by keeping guest and company information confidential.
• Enhances department and company reputation by accepting ownership and accomplishing a diversity of requests while exploring opportunities to add value to job accomplishments.
• Creates a climate of trust and mutual respect
• Elevates the Royal Genie Services by being a role model in driving and displaying an always-positive “Can-Do” attitude and consistently goes above and beyond to complete guest requests in a friendly, passionate and committed way.