Silver Concierge Agent

IMPORTANT: This role is an ON-SITE, office-based role in Makati and is NOT a shipboard opportunity.

POSITION SUMMARY

The Silver Concierge Agent is an office-based role responsible for delivering exceptional post-sales service while proactively identifying opportunities to enhance the guest experience and support revenue growth. This role plays a key part in improving sales conversion, service quality, and booking retention through energetic, solution-oriented, and proactive engagement via phone and email.

Beyond servicing, the Silver Concierge Agent is expected to confidently upsell relevant add-ons, demonstrate strong product knowledge, and cultivate positive, high-impact interactions that reflect passion for both guest experience and commercial outcomes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Guest & Consultant Support

• Serve as the first point of contact for Personal Consultants in the regions and Guests for all post-sales support via phone and email.
• Manage booking inclusions and actively upsell Add-Ons (e.g., higher category suites, packages, experiences, etc).
• Handle hotel/land arrangements, transfers and more.
• Support guests with general queries, documentation, booking updates, and administrative needs.

Sales & Revenue Support

• Identify upselling and cross-selling opportunities in every interaction to enhance the guest journey and drive incremental revenue.
• Use product knowledge and customer insights to recommend value-adding options confidently and professionally.
• Contribute directly to retention by delivering timely, proactive solutions that reduce cancellations.

Customer Experience & Issue Resolution

• Maintain accurate customer records with a high level of diligence and detail.
• Provide proactive follow-ups and anticipate guest needs to maximise satisfaction and loyalty.

Team & Process Contribution

• Participate in ad hoc tasks, initiatives, and continuous improvement projects.
• Collaborate positively with team members to share best practices and drive team performance.
• Uphold high standards of professionalism, energy, and engagement in all interactions.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

• Minimum 2 years experience in sales, customer service, sales support, or a similar travel-related role.
• Demonstrated ability to upsell, influence, or drive commercial outcomes.
• Excellent verbal and written communication skills with a confident, engaging style.
• Highly proactive approach with strong ownership, initiative, and problem-solving skills.
• Energetic, guest-centric, and passionate about delivering exceptional experiences.
• Strong computer literacy (Excel, Word).
• Diligent, organized, and process driven with high attention to detail.
• Experience in the travel or cruise industry is highly preferred.

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 will hope to see you 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.