Casino Specialist

Margaritaville at Sea•Orlando, FL

11d•Remote

About The Position

Margaritaville at Sea is seeking a Casino Specialist to manage reservations for casino guests as part of its Contact Center. The role works closely with casino management to meet guest needs, reach out by phone and email to invite VIP players to sail, and help secure reservations. Personalized service and bookings directly support the casino program. This is a full-time remote role working from home, with possible travel to the Orlando, Florida headquarters for in-office collaboration. The position supports a growing casino program as the company prepares to bring its third ship, Beachcomber, into service from Miami in January 2027. Margaritaville at Sea, operated by Classica Cruise Operator, Ltd., runs Bahamas-flagged cruise ships from Florida homeports in Palm Beach, Tampa, and Miami. Its purpose is to create and deliver fun and escapism, guided by commitments to serving every guest, acting with integrity and respect, sharing responsibility for guest, crew, and community well-being, and encouraging employees to continually improve.

Requirements

High school diploma or GED.
At least 4 years of experience in customer service or reservations.
Exceptional, prompt, professional, and courteous white-glove customer service.
Strong verbal and written communication skills with guests, colleagues, and casino management.
Broad understanding of the gaming industry, including casino operations, player programs, and gaming products.
Strong computer skills, including Microsoft Word and Outlook, Google applications, CRM systems, and booking platforms.

Nice To Haves

Casino experience.
Telemarketing experience.

Responsibilities

Answer calls from VIP guests and junket representatives promptly and professionally, coordinating with shipboard and shoreside teams to fulfill requests and resolve issues.
Assist eligible VIP guests with onboard credit and complimentary cruise offers in accordance with company policy.
Explain available upgrades, packages, and promotional offers to guests.
Make outbound calls and send emails in response to direct mail, email, and other marketing campaigns to convert interest into confirmed reservations.
Search the casino database for new and inactive players and contact them to generate bookings and re-engage past guests.
Review player profiles and gaming activity to determine eligibility for complimentary or discounted cabins, following department guidelines.
Provide a structured, detail-focused approach to deliver a smooth end-to-end guest experience.
Create a fun, lighthearted guest experience that reflects the Margaritaville spirit.