TalentoHC
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
Serve as the primary shore-side contact for casino guests, addressing pre- and post-voyage questions, requests, and issues.
Make informed comping decisions based on company guidelines and guest play data.
Coordinate casino credit requests, applications, and approvals.
Handle escalated issues from reservations and shipboard teams related to casino offers and comps.
Process amenities, “FunShops,” and other complementary services for qualified casino guests, including for group events.
Provide administrative and operational support for both shore-side and shipboard casino marketing and management teams.
Process and distribute onboard casino tax-related requests and documentation.
Maintain and update weekly reports, guest and credit lists, and distribute information to relevant teams across the fleet.
Requirements
Experience:
Minimum of 2 years of relevant experience in the cruise, hospitality, casino, or customer service industry.
Education:
High school diploma or GED required; some college or post-secondary education preferred.
Technical Skills:
Proficiency in computer systems, including Microsoft Office and email platforms.
Preferred Experience:
Prior experience in casino operations or cruise guest services.
Skills & Abilities:
Strong communication and interpersonal skills.
Excellent phone and email etiquette.
Proven ability to deliver exceptional guest service and resolve issues effectively.
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Responsibilities
Serve as the primary shore-side contact for casino guests, addressing pre- and post-voyage questions, requests, and issues.
Make informed comping decisions based on company guidelines and guest play data.
Coordinate casino credit requests, applications, and approvals.
Handle escalated issues from reservations and shipboard teams related to casino offers and comps.
Process amenities, “FunShops,” and other complementary services for qualified casino guests, including for group events.
Provide administrative and operational support for both shore-side and shipboard casino marketing and management teams.
Process and distribute onboard casino tax-related requests and documentation.
Maintain and update weekly reports, guest and credit lists, and distribute information to relevant teams across the fleet.
Requirements
Experience:
Minimum of 2 years of relevant experience in the cruise, hospitality, casino, or customer service industry.
Education:
High school diploma or GED required; some college or post-secondary education preferred.
Technical Skills:
Proficiency in computer systems, including Microsoft Office and email platforms.
Preferred Experience:
Prior experience in casino operations or cruise guest services.
Skills & Abilities:
Strong communication and interpersonal skills.
Excellent phone and email etiquette.
Proven ability to deliver exceptional guest service and resolve issues effectively.
#J-18808-Ljbffr