Casino Operations Support Specialist in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 1/29/2020

Job Snapshot

Job Description


Serve as the main point of contact for the casino call center in order to review escalations and provide resolution by analyzing financial data and adhering to the established criteria. Provide support to all casino marketing segments and make business decisions in relation to creating a net positive outcome for the business segment and overall operation. This role will need to prioritize the requests received from the respective managers and autonomously own the process with little to no guidance and provide a resolution and closure. Complete several audits to ensure the booking and comp processes completed by the call center are within guidelines, in addition to sending the results to management for their reviews and follow up with the agents for development opportunities shoreside and shipboard.


  • Respond as a shared services team to emails received from the onboard casino team, call center reps, etc. Collectively review inquiries and provide appropriate and informative response in a 24 hour turnaround timeframe, 7 days a week.
  • The individual performing this role will complete the different audits in place, to ensure that the agents are making proper calculations for reinvestment and that the internal casino rate is offered to valuable and qualified casino players. In addition, will also complete audits for proper segmenting of the business, casino dollars, TBA, comp offers, etc.
  • The specialist is responsible for groups set up and monitoring the stateroom inventory of each casino group. In addition to completing the group reconciliation prior to sailing and after voyage end. Properly communicate with the shipboard team for special arrangements required onboard.
  • Prepare reports in order to review play information and calculate the proper commission amounts to be paid out based on players performance.
  • Assist the Casino Management team with the creation/support of reservation accommodations for VIP casino guests.
  • Audit the shipboard comps by reviewing and analyzing the comps forms received at voyage end.
  • Validate and review shipboard instant certificates inquiries received from the call center.
  • Able to travel and support the Event Specialist during shipboard or land based casino events
  • Employee will be required to perform any other job-related duties assigned by their supervisor or management.
  • Minimum 3+ years’ experience in casino operations, sales or travel related support operations
  • Able to analyze and interpret financial reports, policies, procedures and respond to questions from groups of managers, players, shipboard team and call center.
  • Strong computer skills including Advanced Excel and the RCCL reservation systems.
  • Present extensive and complicated procedures and instructions.

Job Requirements


  • Must be detailed oriented with excellent organizational and interpersonal skills
  • Strong written and verbal communication skills in order to effectively communicate with all levels of customers and operational personnel
  • Strong computer skills with emphasis on Microsoft Excel, Microsoft Power Point, Hyperion, Siebel, AS400
  • Able to multi-task efficiently and provide solution to any situation that may arise.
  • Must possess organizational and time management skills that will help prioritize the daily tasks and adjust as new assignments are provided.
  • Ability to work independently and as part of a team.
  • Contribute to changes and development of policies and procedures.
  • Professionalism is required to communicate with internal and external customers.
  • Ability to identify and resolve problems towards eliminating inefficiencies by implementing improved processes


The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may move out the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes flexibility to work inside/outside the office, travel to other offices, as well as domestic, international, and shipboard travel to support events or activities. A high noise level is possible if visiting shipboard or offsite locations

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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