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

Date Posted: 2/28/2019

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 hr 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


Job Requirements


  • 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.
  •  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

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