FAQs
What is the primary role of a Representative at Celebrity Casino?
The primary role of a Representative at Celebrity Casino is to provide the highest level of service to high-value casino guests, understanding their needs to increase their annual visits to Celebrity Cruises.
What qualifications are required for this position?
A minimum of a 4-year college degree is preferred, along with at least 6 months of Royal Caribbean Group call center experience. Previous sales experience and shoreside or ship-based casino experience are also preferred.
What kind of experience is preferred for applicants?
Preferred experience includes sales experience, shoreside or ship-based casino experience, and external-facing (phone or front of house) experience with high-value guests.
What software skills are necessary for the position?
Candidates should have knowledge of the AS400 or similar reservations system. Experience with Microsoft Word, Microsoft Excel, Microsoft Access, and Lotus Notes is also preferred.
What are the essential duties of the Representative?
Essential duties include servicing travel partners and direct guests, handling reservations, responding to inquiries, selling cruise vacation packages, and achieving revenue targets, among other responsibilities.
What type of communication skills are required?
Strong verbal and written communication skills are essential, including the ability to present information clearly, maintain clear communication with guests, and effectively handle various customer interactions.
Is previous customer service experience necessary for this role?
Yes, previous customer service experience, especially with high-value guests, is highly preferred for this position.
How does this role interact with financial transactions?
The Representative is responsible for reconciling all financial transactions for group and individual business, including processing refunds and ensuring accurate pricing.
Will I need to handle travel complaints?
Yes, the Representative will investigate travel agent and guest complaints related to bookings and seek to provide appropriate service recovery within compensation parameters.
What level of professionalism is expected in this position?
The Representative should maintain a level of professionalism consistent with Royal Caribbean Group standards, displaying personal integrity and taking responsibility for personal growth.