Sr. Specialist, Casino Operations

Royal Caribbean Cruises Ltd•Miami, FL

5d•Onsite

About The Position

The Senior Specialist, Casino Operations supports the day-to-day execution of casino programs and provides customer service across casino business channels. The role supports casino marketing segments and ensures operational processes follow business guidelines and established standard operating procedures. It requires strong time management and the ability to work autonomously with limited guidance, while coordinating with segment managers to meet task deadlines. Success is measured through process efficiency, quality assurance and control, services rendered, and VIP guest satisfaction. The position provides operational support for casino marketing segments, responds to inquiries and serves as a subject matter expert on casino policies and procedures. It also handles casino partnership events and group planning, investigates guest escalations, coordinates special events with internal departments, and liaises with group leaders, external clients, suppliers, and internal customers. The role is based onsite at Royal Caribbean Headquarters and may require additional hours, weekend coverage, and travel by land or sea to support casino events.

Requirements

High school diploma or equivalent; an equivalent combination of education and relevant industry experience is acceptable.
At least 3 years of experience in casino, sales, or travel-related operations.
Intermediate working knowledge of Microsoft Office Suite, including Word, Excel, Access, PowerPoint, Teams, and Outlook.
Knowledge of AS400 or a similar reservations system.
Ability to multitask across multiple software programs.
Ability to analyze and interpret financial reports, policies, and procedures, and respond to questions from managers, players, shipboard teams, and call center teams.
Effective interpersonal and communication skills for engaging with internal and external guests, team members, and management at all levels.
Strong written and verbal communication skills for communicating in a multicultural environment.
Attention to detail and excellent organizational skills.
Ability to multitask efficiently and provide solutions to situations that arise.
Self-motivation and time-management skills to prioritize daily tasks and adjust to new assignments.
Ability to work independently and as part of a team.
Ability to identify and resolve problems and improve processes to eliminate inefficiencies.
Ability to meet the described physical demands, with or without reasonable accommodation, including sitting, standing, writing, reviewing and typing reports, compiling data, operating a PC, communicating, listening, assessing information, moving around the office, and lifting, pushing, pulling, or moving 10–15 pounds.
Visual ability for distant, close, and color vision, and the ability to adjust focus.

Nice To Haves

Bachelor’s degree in Marketing, Hospitality, or a related field.
Experience with a CRM system.

Responsibilities

Provide hands-on support to casino marketing segments, including Club Royale, Player Development Specialists, Casino Partnerships, and Royal Rep Network, to meet sales and service requirements.
Recommend systematic improvements and process modifications to increase productivity and efficiency.
Respond to inquiries within designated time frames from onboard casino teams, the call center, and other internal departments; clarify and resolve questions about casino policies and procedures.
Maintain knowledge of player programs, casino marketing campaigns, promotions, gaming activity data, and Royal Caribbean Group and brand policies.
Initiate promotional calls to casino consumers when required.
Investigate guest escalations related to bookings, service, billing, air, or credit by reviewing booking histories, accounting information, documents, and guest correspondence.
Prepare and support casino partnership events, including certificate preparation, collateral distribution, campaign uploads, and communications with related parties.
Create and monitor casino groups and events, and support group planning, point of sale, guest bookings, payment applications, pre-cruise completion, post-cruise reconciliation, and group performance analysis.
Liaise with group leaders and fulfill external client requests to ensure group needs are met and properly executed.
Provide superior service to internal and external guests to ensure seamless task completion.
Coordinate special events with internal departments, including Casino Ops, F&B, entertainment, shore excursions, air department, and GTO.
Order collateral and follow up with suppliers or internal customers to ensure products are ordered, shipped, or received on time.
Perform other job-related duties as assigned.