Casino Guest Success & Sales Pro

Carnival Corporation; Miami (FL); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Health Benefits

401(k) plan with company match

Paid Time Off

Employee discounts on cruises

Job summary

Carnival Cruise Line is seeking a Specialist, Casino Sales & Support to handle inbound calls from direct Carnival and land-based casino guests and travel partners. You will drive sales, upgrades, and changes while resolving inquiries by phone, delivering an outstanding guest experience.

Attendance and punctuality are essential. The role emphasizes high-volume customer service, collaboration with internal teams, and adherence to policies, with a focus on guest satisfaction and revenue

Qualifications

• High School Diploma required.
• 1+ years of Customer Service Call Center experience required.
• Navigating through and handling escalated issues required.
• Must have high speed internet.
• Must be able to attend 6 weeks of training M-F 9:30-6:30pm est.
• After training, you must be able to work 1:30-10pm est, including a weekend day from 9:30-6pm est.

Responsibilities

• Handles inbound sales and service calls with varying degrees of complexity from casino guests. Serves as the primary customer service representative in processing or responding to customer concerns and/or inquiries. Expected to meet and/or exceed departmental productivity standards and goals while maintaining a high level of guest satisfaction.
• Updating promotions on reservations and/or waives penalties and fees to resolve issues and maintain guest’s goodwill. Collaborates with cross-functional departments to respond in a positive and expedited manner.
• Partner with internal departments such as PVP’s, Services, and Fun Experts, to assist casino guest bookings and maximize booking revenue.
• Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coaches, as well as contribute to team meetings.
• Perform call-backs/projects to service casino guests as requested by the executive casino host, our casino operations team and/or other members of management/lead department.
• Performs other duties as assigned
• Complies with all policies and standards

Skills

Customer service

Call center

Multitasking

Communication

Attention to detail

Problem solving

Education

High School Diploma

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams, Viva Engage)

Job description

Carnival Cruise Line is seeking a Specialist, Casino Sales & Support to handle inbound calls from direct Carnival and land-based casino guests and travel partners. You will drive sales, upgrades, and changes while resolving inquiries by phone, delivering an outstanding guest experience.

Attendance and punctuality are essential. The role emphasizes high-volume customer service, collaboration with internal teams, and adherence to policies, with a focus on guest satisfaction and revenue