Specialist, Vip Services

The VIP Services Specialist supports the day to day execution of all casino programs and provides elite customer service to all casino business channels.  The primary function of the specialist is to support to all casino marketing segments ensuring operational processes are within business guidelines and established standard operating procedures. This position requires the need for time management skills to operate autonomously with little guidance. The role will require acknowledgment from respective segment managers for meeting required timelines for task completion. The success of this role will be measured by process efficiencies to include quality assurance and control, the achievement of services rendered and VIP guest satisfaction.

Essential Duties and Responsibilities:

• Provides hands on support for all casino marketing segments, to include but not limited to, Club Royale, Player Development Specialists, Casino Partnerships and Royal Rep Network, to ensure that all sales and service requirements are met.
• Provides recommendations for systematic improvements and modifications to processes to enhance productivity and maximize efficiencies.
• Responsible for responding to all inquiries within designated time frame from onboard casino team, call center team as well as other internal departments and act as a subject matter expert for casino policies and procedures to provide clarification and resolution.
• Maintains a full understanding of player programs, casino marketing campaigns and promotions and gaming activity data.
• Keeps current with Royal Caribbean Group and Brand policies.
• May be required to promote sales to casino consumers by initiating calls on behalf of designated promotions.
• Investigate guest escalations on bookings, service, billing, air or credit. Examines booking history, accounting information, related documents and correspondence with guests.
• Prepares all required duties related to Casino partnership events, including but not limited to certificate preparation, collateral distribution, campaign uploads and provides communications to all related parties.
• Creates and monitors casino groups and events for all casino segments and provides support for every aspect of the group planning process including point of sale, all services related to guest bookings, payment applications, pre-cruise group completion, post cruise reconciliation and provides content for analysis on group performance.
• Liaises with assigned group leaders and complete all requests from external clients to ensure that all group requests are met and properly executed. 
• Ensures superior customer service to internal and external guests to provide a seamless evolution of task completion.
• Coordinate with internal departments such as Casino Ops, F&B, entertainment, shore ex, air dept and GTO to facilitate special events.
• Order collateral and follow-up with suppliers or internal customers to ensure products are ordered/shipped and/or received in a timely manner.
• This position may be required to work additional hours outside of normal operating hours and may require weekend coverage.
• May be required to travel on land or sea to support casino events.
• Employee will be required to perform any other job-related duties assigned by their supervisor or management.

Education, Experience, Knowledge & Skills:

• High school diploma or equivalent. Any equivalent combination of education and/or relevant industry experience.  Bachelors' degree in Marketing, Hospitality or related field preferred.

• Minimum 3+ years' experience in casino, sales or travel related operations.
• Intermediate level working knowledge of Microsoft Office Suite including Work, Excel, Access, Power Point, Teams and Outlook
• Knowledge of AS400 or similar reservations system required
• Experience with CRM system is preferred
• Ability to multitask with multiple software programs
• Able to analyze and interpret financial reports, policies, procedures and respond to questions from groups of managers, players, shipboard team and call center
• Effective interpersonal and communication skills to engage with all levels of internal and external guests, team members and management
• Strong written and verbal communication skills to converse in a multicultural environment
• Must be detailed oriented with excellent organizational skills
• Able to multi-task efficiently and provide solution to any situation that may arise.
• Must be a self-motivator and possess time management skills to prioritize the daily tasks and adjust to new assignments as provided.
• Ability to work independently and as part of a team.
• Ability to identify and resolve problems towards eliminating inefficiencies by implementing improved processes

Key Relationships

Casino Business Segments Leaders, OBR Departments, Guest Services, Revenue Management, Analytics, and Consumer Outreach Global Locations, Onboard Casino Teams, External Casino Partners

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