Senior Analyst - Casino Operations

This position is on – site in our Royal Caribbean Headquarters 1050

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Royal Caribbean International brand has an exciting career opportunity for a full-time Senior Analyst, Casino Operations reporting to the Senior Manager, Casino Loyalty.

Agency and Third-Party Submissions: Please note this is a direct search by the Company, and applications through agencies and other third parties will not be accepted, nor will fees be paid for unsolicited resumes. Any unsolicited resumes will be considered the Company's property.

Position Summary

The Analyst, Casino Operations, provides elite customer service to all business channels and supports the day-to-day execution of casino programs and other areas of Onboard Revenue.  This position requires the need for time management and must be able to operate autonomously, with little guidance. The primary function of this role is to support a specific vertical within casino marketing and the onboard Vendor Accounts.  Additionally, the candidate may be exposed to other channels within the department to develop big picture thinking. The success of this role will be measured by process efficiencies to include quality assurance and control, the achievement of services rendered, VIP guest satisfaction and continued growth of onboard Vendor Accounts.

The position will build upon the Specialist role by showing proficiency in a specific casino marketing vertical, or related. This position must understand the financial impact of the operation and contribute to the development of analytics within the role, consistent quality of work and continued effort to find efficiencies within the operation. This position will continue to support Onboard Revenue, including ensuring the success of key strategic initiatives and projects.

Essential Duties and Responsibilities

• Analyzes casino segment performance to identify and recommend actions to improve results and drive strategic decisions.
• Assist in other areas of Casino Operations to support business initiatives.
• Work with partner departments to maintain accuracy of casino database.
• Continuously work to improve the casino loyalty program by offering recommendations to enhance offerings.
• Support initiatives to create a dual-branded casino loyalty program.
• Work with internal departments and external partners to finalize contracts and other agreements.
• Establish, build, and maintain global relationships with assigned Royal Caribbean Vendor Accounts – Inclusive of five retail accounts, one spa account and gym vendor.
• Work with partners to review channels, product, pricing, promotional, and sq ft performance.
• Support innovative ideas which will bring new business development to Onboard Revenue.
• Provide operational support, as needed, to each vessel in the Royal Caribbean fleet for all areas overseen by this position.
• Prepare fact-based written recommendations to improve efficiency and effectiveness.
• Continues support/execution of necessary reporting.
• Supports the development of the monthly forecasts, as needed.
• Travel to support events, shipboard and land-based, as needed.
• Supports the Onboard Revenue financial planning and strategy process.
• Reviews, analyzes and provides actionable business recommendations.
• Assists in generating KPIs for Onboard Revenue Casino Management.
• Assists in creating, developing, and maintaining standard and ad hoc reporting and dashboards.
• Assists in creating and maintaining benchmark monthly/weekly reports for operating groups shoreside and shipboard.
• Maintains security and confidentiality of files, records and lists.

Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Knowledge and Skills

• Desire to represent our core values: Put People First, Achieve Excellence Together, Grow with a Purpose, Lead with Integrity and Be a Force for the Greater Good.
• Ability to create/develop within Microsoft Suite.
• Ability to work in a fast-paced environment and prioritize accordingly.
• Able to define problems, collect data, establish facts, and draw valid conclusions.
• Must have the natural ability to inspire and partner with a largely remote team around the world.
• Must be able to build relationships with decision-makers of all operational areas, both onboard and shore side, as well as external partners.
• Must be creative, enthusiastic and always willing to go above and beyond what is expected to exceed customer expectations. 
• Candidate should be proactive with an eye for process improvement.
• Knowledge of market research and sales promotions.

 Qualifications and Education

• Four-year Bachelor degree, preferably in Marketing or Hospitality.
• 2+ years of work experience in casino marketing, hospitality or other related positions.
• Strong proficiency Microsoft Suite preferred.
• Must be able to travel 3-10 days at a time.

Financial Responsibilities

• Support Casino Loyalty program, which is the foundation of a $2B gross gaming operation as well as onboard concessionaire accounts that generate $200M+ annually.

Working Conditions

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.

The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group.  

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

We are committed to providing equal employment opportunities and to providing reasonable accommodation to support candidates with disabilities during our hiring process. If you need a reasonable accommodation, please reach out to us at [email protected]. This email is for disability-related accommodation requests only.