The Guest Experience Manager provides strategic support to the Director of Guest Experience in identifying, evaluating, developing, and driving guest improvement strategies which create extraordinary guest experiences. This person assists with property-level service improvement initiatives for the resort and aides in the development and facilitation of programs related to service enhancement. The Guest Experience Manager acts as a liaison to other departments as it pertains to process improvement, guest recovery, and employee recognition. All duties are to be performed in accordance with department and property policies, practices, and procedures.

PRINCIPAL DUTIES AND RESPONSIBLITIES:

Partner with various departments to implement and follow through on service initiatives, guest recovery, and employee recognition.

Lead and manage service related projects and initiatives for the property including developing action plans and holding departments accountable for results.

Responsible for reviewing divisional service scores to understand trends and collaborate with departments to develop action plans to drive results.

Own the property’s accountability programs (such as Secret Shopper program) to ensure completion and improve scores.

Drive processes to identify and correct gaps in the guest experience by analyzing and understanding the various sources of guest feedback data. Develop insights on guest behavior, trends, and potential areas of service improvement that would be shared with the various operating departments.

Develop, coordinate, and provide leadership of monthly Service Focus meetings for property.

Provide leadership for monthly department service meetings.

Manages Human Resources responsibilities for assigned department(s) to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment and compliance with company policies.

Promote and develop team-oriented philosophy stressing the importance for providing unparalleled commitment to excellence in service, teamwork, and respect.

May Facilitate training and development of guest service programs & initiatives for guest - facing employees

Support and follows company policies, legal requirements, and guidelines of the Collective Bargaining Agreement.

Responsible for management of all departmental needs.

Perform other job related duties as requested.

KEY BEHAVIORS AND SKILLS:

Emotional intelligence and connectivity

Casino resort operational experience

Process improvement experience

Communication skills

Data analysis and communication

MINIMUM REQUIREMENTS:

At least 3 years of experience in the hospitality industry.

Excellent customer services skills.

Ability to lead & mentor a team.

Professional appearance and demeanor.

Interpersonal skills to deal effectively with all business contacts.

Work varied shifts, including weekends and holidays.

Strong working knowledge of Microsoft Outlook, Access, Word and Excel.

Ability to effectively communicate in English, in both oral and written forms.

PREFERRED:

Experience in development and implementation of successful guest service initiatives.

Experience in facilitation, coaching, and development of guest-facing employees and teams.

Experience in continuous improvement initiatives.

Previous experience working in a similar resort setting.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

Gaming Registration

Proof of eligibility to work in the United States

KNOWLEDGE, SKILLS, AND ABILITIES:

Ensure clarity of expectations, holds team to shared standards and demonstrates a company-wide mindset by adopting others’ best practices.

Drives results by effectively using resources and looks for new approaches to gain efficiencies without sacrificing effectiveness.

Must possess excellent communication skills in verbal and written form and be able to communicate transparently and with tact and diplomacy to deliver information and be a truth teller to property leadership.

Drives strategies with a sense of urgency to meet company performance deadlines, and appropriately seeks, listens to, and respects input from others.

Consistently responds to and addresses all questions, requests, and action items on time.

Supports the development of a culture where innovation and creativity are encouraged and rewarded.

Involves others in change management to foster collaboration; Consistently driving accountability to the heightened expectations of guest service performance.

Able to assess and develop their leadership skills; seeks, accepts, and acts upon input from multiple sources on their performance and leadership style to continuously grow and develop.