Sr. Specialist, Casino Operations

This position is on – site in our Royal Caribbean Headquarters 1050

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group . We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Royal Caribbean International, Casino team, has an exciting career opportunity for a full-time Senior Specialist, Casino Operations reporting to the Manager, Casino Operations.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

Position Summary

The Senior Specialist, Casino Operations, supports the day to day execution of all casino programs and provides elite customer service to all casino business channels. The primary function of the specialist is to support all casino marketing segments ensuring operational processes are within business guidelines and established standard operating procedures.

This position requires the need for time management skills to operate autonomously with little guidance. The role will require acknowledgment from respective segment managers for meeting required timelines for task completion. The success of this role will be measured by process efficiencies to include quality assurance and control, the achievement of services rendered and VIP guest satisfaction.

Essential Duties and Responsibilities

• Provides hands on support for all casino marketing segments, to include but not limited to, Club Royale, Player Development Specialists, Casino Partnerships and Royal Rep Network, to ensure that all sales and service requirements are met. • Provides recommendations for systematic improvements and modifications to processes to enhance productivity and maximize efficiency. • Responsible for responding to all inquiries within designated time frame from onboard casino team, call center team as well as other internal departments and act as a subject matter expert for casino policies and procedures to provide clarification and resolution. • Maintains a full understanding of player programs, casino marketing campaigns and promotions and gaming activity data. • Keeps current with Royal Caribbean Group and Brand policies. • May be required to promote sales to casino consumers by initiating calls on behalf of designated promotions. • Investigate guest escalations on bookings, service, billing, air or credit. Examines booking history, accounting information, related documents and correspondence with guests. • Prepares all required duties related to Casino partnership events, including but not limited to certificate preparation, collateral distribution, campaign uploads and provides communications to all related parties. • Creates and monitors casino groups and events for all casino segments and provides support for every aspect of the group planning process including point of sale, all services related to guest bookings, payment applications, pre-cruise group completion, post cruise reconciliation and provides content for analysis on group performance. • Liaises with assigned group leaders and complete all requests from external clients to ensure that all group requests are met and properly executed. • Ensures superior customer service to internal and external guests to provide a seamless evolution of task completion. • Coordinate with internal departments such as Casino Ops, F&B, entertainment, shore ex, air dept and GTO to facilitate special events. • Order collateral and follow-up with suppliers or internal customers to ensure products are ordered/shipped and/or received in a timely manner. • This position may be required to work additional hours outside of normal operating hours and may require weekend coverage. • May be required to travel on land or sea to support casino events.