Royal Caribbean Cruises announced a major new initiative to enhance services and support for its travel agent partners…
Royal Caribbean Cruises announced a major new initiative to enhance services and support for its travel agent partners. A new department, Trade Support & Services, has been established and 20-year Royal Caribbean veteran Bill Martin has been promoted to oversee it as vice president, Trade Support and Services.
Martin previously led the company`s Customer Service and Decision Support teams and was the architect of the company`s recently released automated intelligence tool, Insight, a first in the cruise industry. Martin also created the company`s new automated e-coupon redemption system. Martin`s promotion highlights the company`s focus on the easy to do business with model, which is designed to enhance both Royal Caribbean International`s and Celebrity Cruises` relationships with the trade. In his new role, Martin will lead brand-dedicated teams for Royal Caribbean and Celebrity that will include groups, trade support, and special services.
Travel agents have been, and will continue to be, the key to our success, said Lisa Bauer, senior vice president of North America Sales for Royal Caribbean Cruises Ltd. We have been listening to our agency partners and have been implementing new programs, policies, and procedures that make it easier to do business with our two brands. By dedicating an officer-level position to further support our agency partners, we will enhance our ability to deliver strong service. This is the next step in defining trade support, and I am thrilled to have Bill and his team dedicated to this very important effort.
In a related decision, the company announced the introduction of branded call center operations.
Our two brands have very distinct positions in the marketplace, said Jack Williams, president and chief operating officer of Royal Caribbean International and Celebrity Cruises. Royal Caribbean`s `Get Out There` campaign has resonated with the `explorer mindset` and attracted new consumers to cruising. Celebrity has redefined the premium cruise experience and attracts the savvy traveler. Branded call center operations will further assist travel agents and guests in finding the cruise experience they are seeking. This transformation better aligns our resources with our customers and their needs.
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