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
Receive inbound service calls from casino cruise guests,
assisting them with any product related questions.
Support administrative and service requests as instructed by
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
Reconcile the Money Due report by following up and collecting
any monies past due, sending email reminders, and cancelling past
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
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
EQUAL EMPLOYMENT OPPORTUNITY:
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