Agent, Global Gaming Guest Services

Job description

The Global Gaming Guest Services Agent is a shoreside role within Global Guest Insights & Support in the Marketing organization. This position is responsible for delivering timely, professional support to casino guests before, during, and after each voyage, ensuring inquiries, requests, and concerns are resolved with accuracy and care. The agent exercises sound judgment when making comping and service decisions in alignment with company guidelines, leveraging onboard gaming activity and qualifying factors to ensure consistency, fairness, and an elevated guest experience. Serving as a central point of contact, the agent partners closely with cross ‑ functional teams including Reservations, Revenue, and shipboard casino operations, providing accurate guest information and proactive communication to support seamless casino programs and operations. In addition to daily guest support, the agent contributes to continuous process improvements and service excellence. Success in this role is measured by adherence to service level agreements (SLAs), accuracy of documentation and decisions, and contributions to key performance indicators such as backlog reduction and first ‑ contact resolutio...