Pay based on experience | First shift
In this fast-paced, high-energy environment, how do we ensure our teams have the knowledge and training they need to provide the best guest experience possible? As a Guest Experience Director, you will analyze data and processes to ensure that our departments consistently provide exceptional guest service every day. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our Mission, Vision, and Values.
Principal Duties and Responsibilities (*Essential Functions)
*Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include but are not limited to interviewing, hiring, and training team members; scheduling and motivating team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members up to and including termination; addressing complaints; and resolving problems.*Research, develop and execute a comprehensive guest experience strategy that drives satisfaction, engagement, and loyalty across all guest touchpoints, including but not limited to reservations, arrivals, service interactions, and post-stay follow-up. Continuously monitor industry trends and best practices to innovate guest experience programs.*Introduce new and innovative guest experience programs that differentiate the business in the market. Lead initiatives to streamline guest touchpoints and remove glitch trigger points, ensuring a seamless experience from pre-arrival to post-stay.*Ensure smooth operations and consistency in guest experience delivery, working across departments including but not limited to Front Desk, Housekeeping, and Food & Beverage.*Collaborate with Operations and Sales & Marketing teams to ensure alignment between guest expectations and the brand promise. Create and monitor key performance indicators (KPIs) to track the effectiveness of guest experience initiatives.*Track guest experiences through several resources including but not limited to, online and offline channels, social media, and survey data information.*Compile and analyze data to create and/or identify guest service key performance indicators (KPIs) and create reports for leadership that turn the data into identifiable and actionable processes to enhance the guest experience.*Test and evaluate current and proposed processes to determine the feasibility of use, and recommend needed changes or enhancements as necessary.*Act as the point of contact for leadership and frontline team members for guest experience training.*Cooperate with department leadership to design, develop, and implement customized training plans for both technical and non-technical needs including but not limited to soft skills, leadership skills, guest service, and software, which will guide management and frontline team members to align their guest service skills to the guest experience strategy.*Collaborate with key department leadership to assist in developing and implementing department specific content and other training materials and programs.*Evaluate processes to improve efficiency that would result in cost savings, greater accuracy, and/or reduced cycle time. Provide process improvement feedback to team and department management for final determination of any process changes.*Monitor performance and collaborate with department management to identify, plan, and implement actions to continuously improve and optimize employee productivity, utilization, and guest experience standards.Establish, update, and ensure full compliance with departmental Internal Controls, policies, procedures, and regulations.Perform other duties as assigned. Job Qualifications
A Bachelor's degree in Business Management, Marketing, Communications, Hospitality or related field required.Five (5) years of experience with gathering and interpreting customer experience information required at a similarly sized property with equivalent volumes of guests and or revenues.Two (2) years previous supervisory or teaching experience preferred.Two (2) years of experience in a customer service specialist or management role preferred.Office skills must include the ability to use standard office equipment and intermediate knowledge of Microsoft Office. Experience with customer relationship management (CRM) software including but not limited to, Qualtrix, Medalia, Customer XM, amoCRM, required.Excellent written and verbal communication skills, ability to explain complex topics clearly, strong attention to detail, and the ability to tailor style to the audience.The ability to use strong organization skills, show attention to detail, and accurately handle multiple job duties and projects in a fast-paced environment.The ability to maintain discretion in handling confidential information.The ability to interact with guests and team members at all levels of the organization professionally, including the ability to speak in front of groups.The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the property for duration of scheduled shift. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member may be required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally, with assistance. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.Working Conditions
The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.
