Royal Caribbean Group · 1 week ago
Senior Manager, Guest Communications & Engagement
Miami, FL
Full-time
Onsite
Senior LevelRoyal Caribbean Group is a vacation-industry leader with global brands, dedicated to providing exceptional guest experiences. The Senior Manager of Guest Communications and Engagement is responsible for creating and distributing guest communications to enhance satisfaction and ensure brand consistency, while collaborating with various departments to improve communication strategies.
Travel
Responsibilities
Oversees the guest communications strategy with an eye towards improving efficiencies and effectiveness (guest satisfaction), ensuring messaging reflects the brands values and tone of voice. Additionally, this role will focus on maximizing current communication streams to ensure a good guest flow of communication touchpoints
Collaborate with key stakeholders to provide the best experience to guests during incidents while ensuring internal and external expectations are appropriately set. Understanding when compensation is required and that communications go out in a timely manner while overseeing that processes (contact center, onboard, compensation, etc.) occur simultaneously and in sync with partners
Engage with Hotel Operations, Port Operations and Guest Port Services in the perpetual update of Health and Safety protocols and Travel Requirements by country. Responsible for creating and editing all related copy including call center talking points. Own the update of all associated web pages, FAQs and pre-cruise email communications. Work with external email vendor to ensure guests on all ships and sail dates receive pre-cruise emails appropriate to the country of embarkation and in the right cadence
Own communication of all deployment and itinerary changes including coordination of compensation (if applicable); changes in shore excursion opportunities, and necessary travel requirements such as transfers
Streamline and standardize Guest Port Services type communications including Visa Requirements and Embarkation Instruction notifications
Create templates for all onboard guest communications needed to communicate itinerary changes, delays, weather related incidents and crisis management type situations. This includes Captain’s Announcements, Talking Points and Onboard Guest Letters
Create writing and scenario training for our Contact Centers to ensure a guest-centric POV in every interaction. Create talk tracks for all Contact Centers to ensure messaging is uniformed at all consumer points of contact
Work with Analysts to interpret consumer data, finding insights to strengthen both the clarity of messaging and guest satisfaction. Be able to create presentations that tell the story on data and how it affects the business. Strategize on how to improve email analytics related to click & open rates
Qualification
Required
Bachelor's degree in Communications, Marketing or related field
Strong verbal and written communication skills, and effective listening skills
Ability to build and maintain excellent relationships with internal and external partners, including leadership
Demonstrated ability to influence and lead without express authority
Ability to work well under pressure and write clear and concise communications with minimal turn-around time
A self-starter, capable of managing multiple priorities and work in a fast-paced environment with a sense of urgency
Ability to quickly learn and maintain knowledge of Celebrity Cruises and/or Royal Caribbean International products and procedures
Capable of monitoring and/or understanding trends in guest comments, concerns and correspondence
Computer proficiency and ability to work in multiple software applications including Word, Excel, Outlook, Internet, SharePoint and other platforms
Works well under pressure in emergency situations and is comfortable working flexible hours including nights, weekends and holidays
Excellent written and oral communication skills including mastery of copywriting and expertise in editing with outstanding attention to detail
Highly organized, with project management skills, and the ability to manage multiple priorities concurrently from conception to completion and work under tight deadlines
Strategic decision-maker; and able to make fact-based recommendations
Ability to analyze data, research and analysis to make recommendations based on business needs
Exhibit ability to interact with all departments and levels of management throughout organization and with external customers and companies
Guest Relations/Guest Communications experience to understand the consumer journey and POV
Preferred
Previous work experience in Guest Relations or a guest-facing role, a plus
Experience working with luxury clients and travel advisers
Previous knowledge of Celebrity and/or Royal Caribbean International products and processes a plus
Benefits
Competitive compensation and benefits package
Excellent career development opportunities
Company
Royal Caribbean Group
Royal Caribbean Group is a cruise vacation company with a global fleet of 63 ships traveling around the world.
Founded in 2019
10001+ employees
H1B Sponsorship
Royal Caribbean Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (36)
2024 (19)
2023 (12)
2022 (14)
2021 (4)
2020 (14)
Funding
Current Stage
Public CompanyTotal Funding
$15.43BKey Investors
RCI HoldingsMorgan Stanley
2025-09-22Post Ipo Debt· $1.5B
2025-05-14Post Ipo Debt· $2.28B
2024-09-16Post Ipo Debt· $1.5B
Leadership Team
Jason Liberty
Chairman and Chief Executive Officer
Matt Denesuk
SVP, Chief AI Officer
Recent News
Morningstar.com
2026-01-16
Company data provided by crunchbase