Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees Royal Caribbean Group is pleased to offer a competitive compensation & benefits package and excellent career development opportunities each offering unique ways to explore the world

Position Summary:

The VIP Services Specialist 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 to 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 efficiencies
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 guestsPrepares 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 performanceLiaises 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
• Employee will be required to perform any other job-related duties assigned by their supervisor or management

Qualifications Knowledge & Skills:

High school diploma or equivalent Any equivalent combination of education and/or relevant industry experience Bachelors’ degree in Marketing

• Hospitality or related field preferred

Minimum 3 years’ experience in casino

• sales or travel related operations
Intermediate level working knowledge of Microsoft Office Suite including Work Excel Access Power Point
• Teams and Outlook
• Knowledge of AS400 or similar reservations system required
• Experience with CRM system is preferred
• Ability to multitask with multiple software programs
Able to analyze and interpret financial reports policies procedures and respond to questions from groups of managers players
• shipboard team and call center
Effective interpersonal and communication skills to engage with all levels of internal and external guests
• team members and management
• Strong written and verbal communication skills to converse in a multicultural environment
• Must be detailed oriented with excellent organizational skills
• Able to multi-task efficiently and provide solution to any situation that may arise
• Must be a self-motivator and possess time management skills to prioritize the daily tasks and adjust to new assignments as provided
• Ability to work independently and as part of a team
• Ability to identify and resolve problems towards eliminating inefficiencies by implementing improved processes

We know there's a lot to consider As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon!

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

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