Agent, Global Gaming Guest Services

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 resolution. and support targeted improvement initiatives aligned with Clinical Services priorities.

Essential Functions:

• Processes guest support for Win/Loss statements, W‑2G and 1099 statements, Lines of Credit, gaming wallet balances, and general casino‑related inquiries across all brands. Prepares, updates, and distributes weekly reports, guest lists, and casino credit lists, ensuring accuracy and timely delivery across all fleets. Supports continuous process improvements to enhance clarity, efficiency, and operational effectiveness. Serves as a backup resource for CRM (Zendesk) and ticketing platforms, assisting with system maintenance, updates, and operational needs as required.  Consistently meets established service level agreements (SLAs), maintaining performance standards above 75% while delivering accurate, high‑quality guest service.

• Resolves escalated issues from reservations and shipboard casino teams related to casino offers, comp eligibility, and guest service concerns. Exercises sound judgment when evaluating exceptions, ensuring decisions align with company guidelines while supporting a positive guest experience. Provides guidance to internal partners by clarifying policies, explaining comp decisions, and reinforcing best practices.  Identifies recurring issues or trends and escalates opportunities for process enhancements, system improvements, or targeted training to reduce repeat escalations and improve operational efficiency.  Responsible to identifying patterns in escalations and document system errors and communication gaps. Examples include resolving disputed or missing casino offers/perks, reviewing comp eligibility based on guest play, correcting inaccuracies impacting guest benefits, addressing service recovery concerns, guest account or gaming wallet issues.

• Develops and maintains documented workflows and reference materials to support peer training and knowledge sharing supporting procedural guidance, workflow improvements, and a collaborative, guest‑focused team environment.

Knowledge, Skills & Abilities:

• Scope:  The Agent, Global Gaming Guest Services serves as the primary shore‑side support for casino guests across the fleet, ensuring consistent service before and after each voyage. The role works closely with shipboard Casino and multiple shore‑side teams—including Reservations, Casino Marketing, and Finance—to process casino‑related requests, apply comping and credit guidelines accurately, and support guest satisfaction for our casino guests. In addition to direct guest support, the agent helps maintain operational accuracy, reporting, and systems (including backup administrative assistance with CRM/ticketing systems), acting as a key link between ship and shore to ensure alignment and smooth execution of our casino programs. Decision‑making and supporting Clinical Services in advancing excellence in practice.

• Problem solving:  The role requires the ability to assess guest issues that often involve incomplete information, conflicting recollections, disputes, or time‑sensitive situations. The agent must interpret casino policies, review account activity, verify play history, and evaluate eligibility for offers or comps while maintaining fairness and consistency. Situations may involve coordinating with shipboard teams across different time zones, anticipating operational challenges, and resolving escalations from Reservations or casino leadership. The agent is expected to analyze data from multiple systems, identify discrepancies, and determine appropriate solutions that balance guest satisfaction with adherence to company guidelines. This requires sound judgment, attention to detail, and the ability to navigate ambiguity while upholding casino compliance standards.

• Impact: The Global Gaming Guest Services Agent has a direct impact on guest satisfaction, casino program effectiveness, and the overall reputation of Global Gaming Operations.  The agent’s ability to meet and exceed established service level agreements (SLAs) directly influences response and resolution times, guest confidence, and overall service quality. Serving as a key connection point between shipboard Casino and multiple shoreside departments, the agent supports compliance with casino policies and contributes to the seamless execution of casino information across all brands. By ensuring the accurate and timely processing of casino offers, credit requests, and pre/post‑voyage inquiries, the role supports casino initiatives while upholding service standards across the fleet. The quality, accuracy, and timeliness of the agent’s work play a critical role in shaping guest loyalty, enhancing the onboard experience, and supporting the effectiveness of casino marketing efforts globally.

• Teamwork/cross functional collaboration: The Global Gaming Guest Services Agent collaborates closely with shipboard Casino and multiple shore side departments across all brands, including Accounting, Casino Events, Marketing, and the Call Center, to support seamless casino operations and guest service. The role requires clear, professional communication, strong coordination skills, and the ability to manage expectations while navigating established policies and casino processes. The agent works cross‑functionally to exchange accurate information, resolve inquiries, and support shared operational goals. Through consistent collaboration and attention to detail, the agent helps uphold service standards and ensures alignment across the broader Global Gaming Operations.

For all roles:

• Knowledge:  Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.

• Skills:  Strong time management and organizational skills

• Abilities:  Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Qualifications:

The role requires a strong foundation in guest facing service within fast paced, high volume environments, with demonstrated ability to handle sensitive or complex customer issues with professionalism and accuracy. Candidates must have solid knowledge of customer service best practices, including managing inquiries across multiple channels, navigating ambiguous situations, and applying policy-based decision making. Experience working with CRM or ticketing systems, as well as familiarity with operational workflows that involve cross‑department coordination, is critical. The role also requires comfort interpreting financial, transactional, or account-based information to support casino‑related processes. Success in this position depends on the ability to communicate clearly, maintain composure under pressure, and deliver consistent, detail-oriented support that aligns with organizational standards                                                                              

These qualifications represent the minimum, auditable requirements needed to successfully perform the duties of the role and to be eligible for recruitment or continued employment.

• High school diploma or equivalent.

• Minimum of two years of experience in customer service, hospitality, or cruise‑related roles.

• Strong written and verbal communication skills.

• Proficiency with basic computer systems, CRM/ticketing platforms, and Microsoft Office applications.

• Ability to work in a fast‑paced, dynamic environment and adapt to ambiguity.

• Strong attention to detail and accuracy when handling guest information, financial data, or casino‑related documentation.

• Zendesk platform experience preferred.

Travel:  No or very little travel likely

Work Conditions: May be requested to work a different shift..

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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