Agent, Global Gaming Guest Services

Carnival Corporation•Miami, FL

7d•Remote

About The Position

The Global Gaming Guest Services Agent is a shoreside role within Global Guest Insights & Support in the Marketing organization. This position is responsible for delivering timely, professional support to casino guests before, during, and after each voyage, ensuring inquiries, requests, and concerns are resolved with accuracy and care. The agent exercises sound judgment when making comping and service decisions in alignment with company guidelines, leveraging onboard gaming activity and qualifying factors to ensure consistency, fairness, and an elevated guest experience. Serving as a central point of contact, the agent partners closely with cross ‑ functional teams including Reservations, Revenue, and shipboard casino operations, providing accurate guest information and proactive communication to support seamless casino programs and operations. In addition to daily guest support, the agent contributes to continuous process improvements and service excellence. Success in this role is measured by adherence to service level agreements (SLAs), accuracy of documentation and decisions, and contributions to key performance indicators such as backlog reduction and first ‑ contact resolution. and support targeted improvement initiatives aligned with Clinical Services priorities.

Requirements

High school diploma or equivalent.
Minimum of two years of experience in customer service, hospitality, or cruise ‑ related roles.
Strong written and verbal communication skills.
Proficiency with basic computer systems, CRM/ticketing platforms, and Microsoft Office applications.
Ability to work in a fast ‑ paced, dynamic environment and adapt to ambiguity.
Strong attention to detail and accuracy when handling guest information, financial data, or casino ‑ related documentation.

Nice To Haves

Zendesk platform experience preferred.

Responsibilities

Processes guest support for Win/Loss statements, W ‑ 2G and 1099 statements, Lines of Credit, gaming wallet balances, and general casino ‑ related inquiries across all brands.
Prepares, updates, and distributes weekly reports, guest lists, and casino credit lists, ensuring accuracy and timely delivery across all fleets.
Supports continuous process improvements to enhance clarity, efficiency, and operational effectiveness.
Serves as a backup resource for CRM (Zendesk) and ticketing platforms, assisting with system maintenance, updates, and operational needs as required.
Consistently meets established service level agreements (SLAs), maintaining performance standards above 75% while delivering accurate, high ‑ quality guest service.
Resolves escalated issues from reservations and shipboard casino teams related to casino offers, comp eligibility, and guest service concerns.
Exercises sound judgment when evaluating exceptions, ensuring decisions align with company guidelines while supporting a positive guest experience.
Provides guidance to internal partners by clarifying policies, explaining comp decisions, and reinforcing best practices.
Identifies recurring issues or trends and escalates opportunities for process enhancements, system improvements, or targeted training to reduce repeat escalations and improve operational efficiency.
Responsible to identifying patterns in escalations and document system errors and communication gaps. Examples include resolving disputed or missing casino offers/perks, reviewing comp eligibility based on guest play, correcting inaccuracies impacting guest benefits, addressing service recovery concerns, guest account or gaming wallet issues.
Develops and maintains documented workflows and reference materials to support peer training and knowledge sharing supporting procedural guidance, workflow improvements, and a collaborative, guest ‑ focused team environment.

Benefits

Health Benefits: Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
Financial Benefits: 401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Other Benefits
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus