1 Director of Guest Experience and Training Job in Las Vegas, NV
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Director of Guest Experience and Training
$137k-192k (estimate)
Full Time | Banking
2 Weeks Ago
SAHARA Las Vegas is Hiring a Director of Guest Experience and Training Near Las Vegas, NV
Job DescriptionThe Director of Guest Experience provides functional and business expertise and strategic perspective to identify, evaluate, develop, and drive optimization and efficiencies across the property, creating an extraordinary guest experience. This person oversees property-level service improvement initiatives for the resort and is responsible for the research, reporting, and facilitation of programs related to service enhancement. The Director of Guest Experience acts as a strategic partner to the operating department leadership, proactively assessing needs and assisting departments with developing customized solutions. The Director focuses on ensuring all Team Members are serving our guests with a meaningful and personalized experience throughout the property. All duties are to be performed in accordance with department and property policies, practices, and procedures.
Job RESPONSIBILITYResponsibilities include but are not limited to the following:
About SAHARA Las VegasSAHARA epitomizes the timeless soul of Las Vegas. With a bold, sophisticated flair and a boutique approach to personal service, SAHARA provides guests with an intimate and unexpected experience that sets a new standard for Vegas. Completely remodeled and reimagined for a new era, SAHARA offers three distinctive hotel towers, a variety of five-star dining options, and a world-class casino. With unexpected delights around every corner, SAHARA embodies the style, sophistication and playful sense of possibility that’s truly the spirit of Vegas – and brings the iconic Vegas experience to a whole new generation.Perks & BenefitsWe offer competitive wages with fantastic benefits for full-time and part-time jobs. Join us for an exciting career on the Las Vegas Strip! https://youtu.be/mJhPxlqlxQYNewly Increased WagesComprehensive Benefits (Medical, Dental, Vision, Supplemental Coverage)401K Retirement PlanPaid Time Off (Vacation Pay)Free Daily MealsRoom & Restaurant DiscountsDiscounted/Free Tickets for Certain ShowsAnd much more! SAHARA Las Vegas strives to support and grow our diverse workforce which reflects our community and the guests we serve. What’s On The HorizonSAHARA is in the midst of expanding its offerings to guests in the coming months. SAHARA will also welcome two more new dining outlets before the year is up, including The Noodle Den and Ballo Italian Soul.https://phe.tbe.taleo.net/phe02/ats/careers/v2/jobSearch?act=redirectCwsV2&cws=87&org=GRANDSIERRARESORT For more information about what’s coming soon, click here.
Job RESPONSIBILITYResponsibilities include but are not limited to the following:
- Owns the analysis around guest complaints and leads the departmental action planning process for each complaint grouping with the goal of reducing or eliminating the overall number of guest complaints. Identifies and implements systems, technologies, and processes to assist operating departments in these efforts.
- Works closely with the Assistant General Manager on strategies to build a culture around established guest service standards in line with the corporate gaming culture and company initiatives.
- Continually looks for service opportunities and new strategies to enhance and enrich the guest experience through analysis of guest feedback and other established metrics.
- Provides leadership, training, and guidance to department heads on guest service initiatives, enabling best practice sharing.
- Identifies opportunities and creates strategic recommendations for continuous process improvements, increased efficiencies, and cost savings.
- Oversees guest relations for all guest-impact departments in accordance with property service standards.
- Measures, analyzes, and reports out on guest service satisfaction performance metrics from InfoSearch, TripAdvisor, Zingle, Social Media channels, Revinate, and internal inspections.
- Serves as the administrator for the platforms used in Guest Experience: adding/deleting users, training users, and providing support.
- Ensures users of our Guest Satisfaction survey platform are trained and responding to guest issues in a timely manner. Assigns multiple-issue tickets to correct department for guest follow up.
- Provides insights on key service trends and gaps to the property General Manager while transitioning ownership of service improvement processes to department leaders.
- Partners with operating departments, regularly reviewing and analyzing their guest service data to generate action plans to address service deficiencies/goals, utilizing process improvement, training, and team member performance improvement practices.
- Collaborates with departments to monitor progress of their guest service action plans and assist in service training as needed.
- In collaboration with the Assistant General Manager establishes company policies, procedures, and best practices for guest service at the property level.
- Works in coordination with Vice President of Human Resources to assists in the Learning and Development function by providing guest service training at New Hire Orientation. Also assists HR with team member engagement initiatives.
- Responds to guest reviews and inquiries about the property in a professional and timely manner, achieving positive resolutions. Interactions include verbal and written format, through multiple feedback channels.
- Helps to promote a culture of teamwork, performance feedback through coaching, recognition, mutual respect, and team member satisfaction.
- Contributes to overseeing the guest text messaging platform, ensuring guests are receiving timely, professional responses and accurate information.
- Performs all other job-related duties as requested.
- Bachelor’s Degree in Hotel or Business Administration or equivalent education or experience.
- At least 4 years of management experience.
- At least 3 years of experience in training: instructional design, and training facilitation with small and large group settings.
- Strong influential leadership, solution-driven thinking, solid analytical and project management skills.
- Excellent guest service skills.
- Able to lead and mentor a team.
- Effective interpersonal skills and Emotional Intelligence to deal effectively with all business contacts.
- Professional appearance and demeanor.
- Work varied shifts, including weekends and holidays.
- Strong working knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
- Able to effectively communicate in English, in both written and oral forms.
- Large scale, fast-paced hospitality and/or gaming experience.
- Lean, Six Sigma, or other quality and process improvement certification.
- Training Facilitation certification.
- Previous experience working in a resort setting.
- While performing the duties of this job, the Team Member is constantly standing, kneeling, walking, reaching, twisting, grasping, lifting, listening, using computer, telephone, and speaking.
- Frequently using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard.
- Must be able to lift, push, or pull up to 25 pounds.
About SAHARA Las VegasSAHARA epitomizes the timeless soul of Las Vegas. With a bold, sophisticated flair and a boutique approach to personal service, SAHARA provides guests with an intimate and unexpected experience that sets a new standard for Vegas. Completely remodeled and reimagined for a new era, SAHARA offers three distinctive hotel towers, a variety of five-star dining options, and a world-class casino. With unexpected delights around every corner, SAHARA embodies the style, sophistication and playful sense of possibility that’s truly the spirit of Vegas – and brings the iconic Vegas experience to a whole new generation.Perks & BenefitsWe offer competitive wages with fantastic benefits for full-time and part-time jobs. Join us for an exciting career on the Las Vegas Strip! https://youtu.be/mJhPxlqlxQYNewly Increased WagesComprehensive Benefits (Medical, Dental, Vision, Supplemental Coverage)401K Retirement PlanPaid Time Off (Vacation Pay)Free Daily MealsRoom & Restaurant DiscountsDiscounted/Free Tickets for Certain ShowsAnd much more! SAHARA Las Vegas strives to support and grow our diverse workforce which reflects our community and the guests we serve. What’s On The HorizonSAHARA is in the midst of expanding its offerings to guests in the coming months. SAHARA will also welcome two more new dining outlets before the year is up, including The Noodle Den and Ballo Italian Soul.https://phe.tbe.taleo.net/phe02/ats/careers/v2/jobSearch?act=redirectCwsV2&cws=87&org=GRANDSIERRARESORT For more information about what’s coming soon, click here.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Banking
SALARY
$137k-192k (estimate)
POST DATE
06/04/2024
EXPIRATION DATE
06/29/2024
WEBSITE
saharalasvegas.com
HEADQUARTERS
Las Vegas, NV
SIZE
50 - 100
INDUSTRY
Banking
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