Guest Experience Manager $100K - $120K Annual

PRIMARY JOB FUNCTIONS

Management

• This position is responsible for overseeing Coordinator(s) and Representative(s) within various departments. Responsible for assisting with training, scheduling, rewarding and disciplining of employees. Addresses complaints and resolves problems. Assists with evaluating employee performance.
• Carries out managerial responsibilities in accordance with departmental and company policies.

Multi-Departmental Project Management

• Serves as a resource and assists the Director of Guest experience with strategy planning, project management/execution, problem-solving and some administrative duties, spanning across multiple departments, including: Marketing/Advertising, Special Events & Promotions, VIP Host Program, Hospitality, and more.
• Assist in the oversight of numerous initiatives aimed at enhancing the Guest Experience
• Utilizing project management software, as well as good sense and intuition, to stay on track and accountable to all project stakeholders.

Communication

• Communicates all Guest Experience information to all relevant operating departments to ensure timely coordination and assures that appropriate personnel are equipped to address customer concerns.
• Establishes an effective working relationship with all operating departments.
• Maintains relationships with agencies and external vendors.
• Understands and follows departmental and Company policies and procedures.
• Responds to guest inquiries via e-mail or social media in a timely fashion.
• Consistently demonstrates superior customer service skills.

Budgeting

• Assist in the management of all aspects of departmental budgets (including forecasting and reconciling).
• Generate necessary purchase orders, check requests and support material to ensure invoices are paid.

Data Reporting

• Creates, manages and modifies reports that measure business development and gaming growth on a timely basis, as needed.
• Continually examine and evaluate Marketing/Promotion and Special Event results and provide recommendations on how to develop or modify current or new programs.
• Performs all other duties as assigned by Director of Guest Experience.

The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.

EDUCATION AND/OR EXPERIENCE REQUIREMENTS

• Bachelor’s Degree in Marketing, Business or related field.
• Five (5) to Seven (7) years’ experience in a major Casino Gaming or Resort environment (property or organization with revenues larger than $250 million per year), with a proven track record of increasing revenues.

OTHER REQUIREMENTS

• Experience working in luxury resorts preferred.
• Experience working with customer loyalty programs highly preferred.
• Must have strong leadership, organizational, communication, human relations, and decision-making skills.
• Must be organized and detail oriented.
• Exceptional service attitude and superior people skills.
• Must have public speaking experience.
• Self-starter with a strong sense of urgency in tackling challenges.
• High level of professionalism.
• Ability to work calmly in difficult, high-pressure and high-stress situations.
• Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
• Possess a valid state-issued driver’s license.
• Willing to travel and participate in training as recommended or required.
• Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.

SCHEDULED HOURS

Commerce Casino operates 24 hours, 7 days a week. Schedules may vary depending on business needs.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Commerce, CA 90040: Relocate before starting work (Required)

Work Location: In person