Guest Service Agent
Contract in Miami
The Global Gaming Guest Services Agent serves as the shore-side representative for the casino division, ensuring an exceptional guest experience before and after each voyage. This role manages guest inquiries, casino-related requests, and comping decisions in alignment with established guidelines and player activity. The Agent also provides support for casino marketing initiatives, group events, and cross-departmental collaboration with reservations and shipboard casino teams.
Responsibilities:
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Serve as the primary shore-side contact for casino guests, addressing pre- and post-voyage questions, requests, and issues.
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Make informed comping decisions based on company guidelines and guest play data.
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Coordinate casino credit requests, applications, and approvals.
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Handle escalated issues from reservations and shipboard teams related to casino offers and comps.
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Process amenities, “FunShops,” and other complementary services for qualified casino guests, including for group events.
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Provide administrative and operational support for both shore-side and shipboard casino marketing and management teams.
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Process and distribute onboard casino tax-related requests and documentation.
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Maintain and update weekly reports, guest and credit lists, and distribute information to relevant teams across the fleet.
Requirements:
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Experience: Minimum of 2 years of relevant experience in the cruise, hospitality, casino, or customer service industry.
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Education: High school diploma or GED required; some college or post-secondary education preferred.
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Technical Skills: Proficiency in computer systems, including Microsoft Office and email platforms.
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Preferred Experience: Prior experience in casino operations or cruise guest services.
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Skills & Abilities:
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Strong communication and interpersonal skills.
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Excellent phone and email etiquette.
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Proven ability to deliver exceptional guest service and resolve issues effectively.
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