Casino Specialist

Margaritaville at Sea • Orlando, FL

4d • Remote

About The Position

The Casino Specialist is responsible for managing reservation services for all casino-related guests, working closely with casino management to ensure their unique needs are met. You will actively engage with guests through phone calls and emails, inviting them to sail with Margaritaville at Sea and helping them secure their cruise reservations. Your efforts will directly support the casino program’s success by delivering personalized service and driving bookings. Essential Functions: Create and deliver fun and escapism: Embrace the Margaritaville spirit by providing guests with a lighthearted, engaging experience that reflects the brand’s commitment to relaxation and enjoyment. Answer incoming calls from VIP clients and junket representatives: Respond promptly and professionally to inquiries from high-value guests and casino partners, coordinating with shipboard and shore-side departments to fulfill requests and resolve any issues. Contact customers to book cruises in support of marketing efforts: Make outbound calls and send emails to guests in response to direct mail campaigns, email promotions, and other marketing initiatives, converting interest into confirmed reservations. Review player information to determine eligibility: Analyze guest profiles and gaming activity to assess qualification for complimentary or discounted cabins, ensuring decisions align with departmental guidelines. Maintain a process-oriented mindset: Approach each interaction with a structured and detail-focused perspective to ensure a smooth, end-to-end customer experience for every casino guest. Identify new and inactive casino players: Proactively search the casino database to uncover potential opportunities for re-engagement and new bookings, helping to grow the program’s reach and effectiveness. Assist VIP guests with credit and complimentary reservations: Facilitate the issuance of onboard credit and complimentary cruise offers for eligible guests, ensuring accuracy and compliance with company policies. Explain benefits and supplements available to guests: Clearly communicate the value of available upgrades, packages, and promotional offers to enhance the guest’s cruise experience. Perform other duties as assigned: Support the broader team and business needs by taking on additional responsibilities as required, contributing to a collaborative and flexible work environment.

Requirements

• High School Diploma or GED required.
• Minimum of four (4) years in customer service and/or reservations.
• Exceptional customer service skills: Proven ability to deliver white-glove service in a prompt, professional, and courteous manner.
• Clear and professional communication: Strong verbal and written communication skills to effectively interact with clients, colleagues, and casino management.
• Broad understanding of the gaming industry: Well-informed about casino operations, player programs, and gaming-related products to support guest inquiries and promotional efforts.
• Advanced computer proficiency: Skilled in Microsoft Word, Outlook, and Google applications, with the ability to navigate CRM systems and booking platforms efficiently.
• Collaborative communication with casino teams: Able to coordinate with Casino Managers and Supervisors as needed to ensure guest satisfaction and operational alignment.
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Full commitment and support for promoting an ethical and compliant culture.
• Integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

Nice To Haves

• Casino and telemarketing experience preferred.

Responsibilities

• Manage reservation services for all casino-related guests.
• Engage with guests through phone calls and emails, inviting them to sail with Margaritaville at Sea and helping them secure their cruise reservations.
• Answer incoming calls from VIP clients and junket representatives.
• Contact customers to book cruises in support of marketing efforts.
• Review player information to determine eligibility.
• Maintain a process-oriented mindset.
• Identify new and inactive casino players.
• Assist VIP guests with credit and complimentary reservations.
• Explain benefits and supplements available to guests.
• Perform other duties as assigned.

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
• Paid Time Off: Holidays – All full-time and part-time with benefits employees receive days off for 10 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion. Vacation Time – All full-time employees at the below the Director level start with 15 days/year; Director and above level have Discretionary Time Off, which for Directors is generally 15 days and for VPs and above 21 days. Part-time with benefits employees receive time off based on the number of hours they work.
• Other Benefits Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees