Guest Experience Coordinator

SUMMARY

The Guest Experience Coordinator will support the initiatives within the Guest Experience Department. Ideal candidate will be able to juggle multiple tasks and adapt to shifting priorities; be highly productive and detail-oriented; be able to work flexible hours; exhibit strong organizational and guest service skills; have experience facilitating trainings to internal Team Members; and have strong computer literacy and software systems knowledge, with proficiency in Microsoft Office programs. Understanding of how systems integrate to impact the guest’s stay is crucial for success in this role, as well as a guest service-focused mentality. This role will drive loyalty and unforgettable experiences that keep guests coming back.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to guest reviews and inquiries about GSR in a professional and timely manner, achieving positive resolutions. Interactions include verbal and written format, through multiple feedback channels. Understand the Voice of the Customer (VoC)
• Export data from guest survey platforms and create Excel reports and charts utilizing the data.
• Assist the Vice President and Director of Guest Experience with preparing for guest service training initiatives, monthly meetings, and events.
• Facilitate courses and trainings as needed to GSR Team Members.
• Oversee the guest text messaging platform, ensuring guests are receiving timely responses and accurate information.
• Work with and train other text messaging platform users so that communications to our guests are timely, meet our brand standards, and are effective.
• Create automated communications to guests via text messaging platform.
• Strong computer skills in order to be highly functional in multiple systems: text messaging, Lodging Management System, Player Tracking System, HotSOS, and other systems as needed.
• Oversee our guests’ special requests and amenity requests, utilizing strong working relationships with other departments in order to execute the guests’ requests.
• Ensure GRAND service standards are at the forefront of all guest interactions and communications; be the example of what GRAND service looks like.
• Proactively greet, interact, and assist resort guests in a professional manner to foster and promote a cooperative and harmonious resort environment.
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
• Organize tasks and escalate guest issues to the appropriate leadership in an effort to resolve issues.
• Own all guest requests and complaints, resolve issues immediately and follow up to ensure the guest’s satisfaction.
• Be knowledgeable of Hotel and Casino information to answer guest inquiries.
• Identify and report defects throughout the property; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Complete all duties in accordance with Grand Sierra Resort and Casino standards, policies and procedures.
• Perform all other job related duties as requested and assigned.

QUALIFICATIONS

• High school diploma or equivalent. College degree preferred or any combination of education, training, or experience.
• At least 4 years of continuous face-to-face guest service experience.
• At least 1 year of training facilitation to groups.
• Knowledge of hotel operations: front services operations, housekeeping, in room dining, etc.
• Casino experience preferred in order to understand player tracking and comps.
• Ability to maintain confidential information.
• Ability to maintain a positive attitude in dealing effectively with guests, management, and Team Members.
• Strong analytical and creative thinking skills.
• Excellent written and verbal communication, presentation, and computer skills.
• Excellent customer service skills; experience in a high end, 4-Diamond or above hotel environment is preferred.
• Have strong interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Grand Sierra Resort and Casino is a 24/7 operation. Therefore, the team member must be flexible if needed for occasional work outside of normal business hours. The position will also be working occasional weekends and all holidays. Strong working knowledge of MS Word, Outlook, PowerPoint, and Excel.
• Able to effectively communicate in English, in both written and oral forms.

PHYSICAL DEMANDS

• While performing the duties of this job, the Team Member is consistently standing, sitting, kneeling, walking, reaching, grasping, listening, using a computer, telephone, and speaking.
• Frequently using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard.
• Must be able to infrequently lift, push, or pull up to 25 pounds.

WORKING CONDITIONS

Work is mostly performed indoors, in a climate controlled office environment. The noise level in this work environment is usually moderate. Office environment with moderate lighting and temperature. Team Member may be also be exposed to areas which may be unusually hot, cold, noisy, smoky, dusty, dimly lit or illuminated. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE/HOURS

Grand Sierra Resort and Casino is a 24/7 operation. Therefore, Team Member must be flexible if needed for occasional work outside of normal business hours.