Representative, Casino

Position Summary:

The essential function of a Casino International Representative Asia is to provide the highest possible level of service to our database of high value casino guests. Understand the high value guests’ needs and increase the number of annual cruises on our ships. The role will focus primarily on Mandarin Chinese speaking markets in Asia. Servicing Travel Partners, Direct Guests, and Direct Group reservations to provide access to all client service areas within the Royal Caribbean International (RCI) and Celebrity Cruises (CCI) in a one-stop platform. To be effective they must be organized, detail oriented, committed to outstanding customer service and able to quickly calculate and make decisions based on financial data. 
 

Essential Duties and Responsibilities:

•    Will service Travel Partners and Direct Guests who are members of RCI Club Royale or CCI Blue Chip Club and provide access to all client service areas within the brands in a one-stop platform.  
•    Handles inbound and outbound calls, emails, faxes and mail from travel partners, Royal Reps and Direct Guests. 
•    Role will also utilize multiple chat platforms to engage with the guest and trade community.
•    Handles all aspects of direct group reservations, including allocating cabin inventory, air gateways, pre and post hotel packages, and dining assignments, entering manifests, and applying payments.
•    Answers general and specific questions regarding groups, product offerings, and policies.
•    Sells cruise vacation packages for the brands by verifying the products and promotions that align with customer’s interests as well as the availability in the database/system based on the required dates. 
•    Reviews daily and monthly productivity goals to ensure adherence to schedule and department objectives.
•    Investigates travel agent/guest complaints on bookings, produce, service, billing, air, credit, or pre/post vacation experiences.  Examines booking history, accounting information, related documents and correspondence and converses or corresponds with customer and other company personnel such as Air/Sea, Groups, Reservations, Accounting, Revenue Management, Documentation, sales etc, to obtain facts regarding travel agent/direct guests’ complaint.

Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.