Specialist, VIP Services

This position is on‑site in our Royal Caribbean Headquarters Miami 1050.

The VIP Services Specialist supports the day-to-day execution of all casino programs and provides elite customer service to all casino business channels. The primary function of the specialist is to support all casino marketing segments, ensuring operational processes are within business guidelines and established standard operating procedures. This position requires strong time‑management skills to operate autonomously with little guidance. The role will require acknowledgment from respective segment managers for meeting required timelines for task completion.

Success will be measured by process efficiencies, including quality assurance, service delivery, and VIP guest satisfaction.

• Provides hands‑on support for all casino marketing segments, including Club Royale, Player Development Specialists, Casino Partnerships, and Royal Rep Network, to ensure that all sales and service requirements are met.
• Recommends systematic improvements and modifications to processes to enhance productivity and maximize efficiencies.
• Responds to all inquiries within designated time frames from onboard casino team, call center team, and other internal departments, acting as a subject‑matter expert for casino policies and procedures to provide clarification and resolution.
• Maintains a full understanding of player programs, casino marketing campaigns and promotions, and gaming activity data.
• Keeps current with Royal Caribbean Group and Brand policies.
• May be required to promote sales to casino consumers by initiating calls on behalf of designated promotions.
• Investigates guest escalations on bookings, service, billing, air, or credit; examines booking history, accounting information, related documents, and correspondence with guests.
• Prepares all required duties related to Casino partnership events, including certificate preparation, collateral distribution, campaign uploads, and provides communications to all related parties.
• Creates and monitors casino groups and events for all casino segments, providing support for every aspect of the group planning process, including point of sale, all services related to guest bookings, payment applications, pre‑cruise group completion, post‑cruise reconciliation, and provides analysis on group performance.
• Liaises with assigned group leaders and completes all requests from external clients to ensure that all group requests are met and properly executed.
• Ensures superior customer service to internal and external guests to provide a seamless execution of task completion.
• Coordinates with internal departments such as Casino Ops, F&B, entertainment, shore ex, air dept, and GTO to facilitate special events.
• Orders collateral and follows up with suppliers or internal customers to ensure products are ordered/shipped and/or received in a timely manner.
• May be required to work additional hours outside of normal operating hours, including weekend coverage.
• May be required to travel on land or sea to support casino events.
• Performs any other job‑related duties assigned by supervisor or management.

• High school diploma or equivalent, or any equivalent combination of education and/or relevant industry experience; bachelor’s degree in Marketing, Hospitality, or related field preferred.
• Minimum 3+ years’ experience in casino, sales, or travel‑related operations.
• Intermediate level working knowledge of Microsoft Office Suite (Word, Excel, Access, PowerPoint, Teams, Outlook).
• Knowledge of AS400 or similar reservation system required.
• Experience with CRM systems preferred.
• Ability to multitask across multiple software programs.
• Able to analyze and interpret financial reports, policies, and procedures and respond to questions from managers, players, shipboard team, and call center.
• Effective interpersonal and communication skills to engage with all levels of internal and external guests, team members, and management.
• Strong written and verbal communication skills to converse in a multicultural environment.
• Highly detail‑oriented with excellent…