Guest Experience Manager

Essential Duties and Responsibilities:
This position, at a minimum, must review, analyze, and communicate Guest Experience feedback from
satisfaction and enjoyment surveys, comment cards, and from guest and team member focus groups
and or interviews.

ESSENTIAL JOB FUNCTIONS:

• Communicate service vision clearly and influence at all levels within the organization.
• Lead management training related to American Place Casino’s Guest Service Culture.
• Partner with Human Resources and Marketing on a regular basis to design, integrate, and lead training to enhance supervisors’ and team members’ behavioral skill sets.
• Analyze quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate critical touch points in the customer journey. Convert data into useful, actionable information.
• Use analytical skills to understand the interdependency of service components that impact the customer experience.
• Identify service challenges and opportunities at the department level. Collaborate with leaders to create solutions and an improved Guest Experience.
• Use analytical skills and ability to influence key leaders during the development of service process standards and measurements.
• Represent the guests’ views during intra-property meetings pertaining to service, event planning, and new product introductions.
• Develop and oversee service recovery program.
• Conduct observations, direct service measurements, and informal guest intercepts in order to evaluate effectiveness of key service delivery systems.
• Partner with functional areas to prepare for service delivery adjustments (e.g., team member scheduling, supplies, support teams, contingency plans) based on fluctuations in demand.
• Facilitates Guest Service meetings with property management and line-level team members, motivating continuous improvement directed toward enhancing Guest Experiences.
• Manages and communicates results of the property mystery shop program, electronic property guest service feedback system and all other forms of guest feedback.
• Prepares reports and or special projects, which may include data collection, coordination, analysis and application, final copy preparation, distribution, etc.
• Reviews all property correspondence and or guest communication, and responds to guest reviews in a timely manner.
• Helps promote the recognition of exemplary service moments and or service stars by sharing information with department leaders.
• Communicates with guests in-person, over the phone, or via email concerning suggestions, comments, or complaints surrounding their experience(s) with American Place Casino.

QUALIFICATIONS:

• Must possess excellent interpersonal, verbal and written communication skills, positive presentation skills, and have the ability to present information and data to diverse property and corporate groups.
• Knowledge and application of positive guest service concepts, principles, and processes.
• Ability to conduct guest needs assessments, meet quality service standards, evaluate guest satisfaction, and deliver positive service recovery efforts.
• Knowledge of continuous performance improvement.
• Application and translation of metrics and statistical process control methods to quality guest service delivery.
• Strong leadership and project management skills.
• Ability to work positively and professionally within constantly changing internal and external environments.
• Use computers systems and projection technology to create, communicate and present information; review data, research alternatives, document information, and prepare action plans and implementation results.
• Flexibility to work irregular hours, including weekends and holidays.
• A passion for delivering exceptional Guest Experiences.

EDUCATION & EXPERIENCE:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred). 3+ years of experience in a guest service management role, preferably in a casino or hospitality setting.
• Proficiency in guest service software and casino management software.
• Proficiency in Google Docs, Forms, Sheets, Gmail, and Slides or similar software.
• Ability to initiate, follow-up on, and complete special projects as assigned.
• Bilingual; Spanish preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Six Sigma preferred.
• Ability to obtain and or maintain necessary licenses and or certifications as required by local gaming regulations

KNOWLEDGE/SKILLS/ABILITIES:

• Ability to use all required office equipment in an effective and efficient manner.
• Ability to review and route all necessary documentation, type and review correspondence.
• Ability to communicate effectively with outside contacts, guests, and all levels of corporate and property team members.
• Ability to effectively and efficiently move around all work areas, front-of-house and back-of- house.