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Casino Service Agent - Mesa, AZ

Company: Norwegian Cruise Line
Location: Mesa
Posted on: June 8, 2021

Job Description:


BASIC PURPOSE: Provide service and support to the casino department regarding all aspects of FIT casino reservations. Deliver an overall superior customer service experience to all guests. Provide administration support for the casino department including but not limited to reservation audits, reconciliations and correction.


Receive inbound service calls from casino cruise guests, assisting them with any product related questions.

Support administrative and service requests as instructed by department Supervisors.

Acquire and maintain in depth Norwegian Cruise Line knowledge to articulate cruise product features, benefits and offerings.

Maintain in depth knowledge of Casinos at Sea program to articulate program structure, benefits and promotions.

Review FIT casino reservations for accuracy including price programs, documentation, comp approval, coupon redemption and referral codes.

Reconcile the Money Due report by following up and collecting any monies past due, sending email reminders, and cancelling past due reservations.

Assist in the completion of casino reservations by performing any needed adjustments to reservations and certificates so that bookings follow casino standards.

Maintain full understanding of all gaming programs as it relates to casino reservations, direct mail, and player programs.

Review player information (personal information and gaming activity) in the casino player tracking system and Salesforce. Determine whether guests are eligible for a free or discounted stateroom according to departmental guidelines.

Perform other duties as assigned.

EDUCATION: High School Diploma or equivalent.

EXPERIENCE: One year of reservations or group reservation experience is required. Cruise line, casino, travel or hospitality experience preferred.

KNOWLEDGE & SKILLS: Working knowledge of company product, policies and procedures, to service existing group and individual reservations in Freestyle Connect. Excellent written and verbal communication skills to assist guests and communicate with various shore side and shipboard departments. Good customer service skills are required to patiently assist guests and independent representatives with problems and questions in professional manner. Problem solving and resolution skills are a must in order to work with various departments to meet guest expectations and special requests. Ability to work under pressure and under minimal supervision to effectively handle multiple request and deadlines.


Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement

Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health: It's the Law

Keywords: Norwegian Cruise Line, Mesa , Casino Service Agent - Mesa, AZ, Other , Mesa, Arizona

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