What are the responsibilities and job description for the Guest Experience Specialist position at Meruelo Group?
SUMMARY
Grand Sierra Resort is seeking an upbeat and guest service focused individual to serve as a Guest Experience Specialist.
The successful candidate should be outgoing and friendly with a gregarious personality and a natural talent for guest service.
ESSENTIAL DUTIES AND RESPONSIBILITIES : Primary duties and responsibilities include, but are not limited to, the following :
- 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 Director of Guest Experience and Guest Experience Coordinator with preparing for guest service training initiatives, monthly meetings, and events.
- Facilitate courses and trainings as needed to GSR Team Members.
- Work with and train other text messaging platform users so that communications to our guests are timely, meet our brand standards, and are effective.
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
Greets guests appropriately upon arrival in a warm and friendly manner, and provides professional and guest focused service to all guests that enter the hotel and casino.
Assists the Guest Experience & Human Resources Departments with maintaining necessary records, data, statistics, and confidential information. May be assigned to lead or assist with special projects.
Stays apprised of promotions, events, shows, groups, hotel information, & hours of venues to properly direct guests and answer questions.
Monitors elevator corridors on casino and spa levels.
Assists the Front Desk in monitoring the check-in and key pick-up counters
Assists F&B with making reservations on a mobile device.
Cleans the casino floor while walking through, i.e., glassware, push-in chairs, and pick up trash.
Helps special events with guests' questions before and after the show.
Capable of interacting well with the guests in a positive, friendly attitude.
Must respond to any emergency situation by alerting Security.
Is knowledgeable and can answer any questions about the Reno vicinity & local events.
Responsible for their work areas to remain clean and presentable for our guests, reporting larger cleanliness issues to EVS.
Assists Guest Experience in handling guest concerns and issues in a professional manner.
Communicates effectively with all departments in order to advise on guest sentiments to the Director of Guest Experience.
Assists guests with Infinity Rewards program, including but not limited to, general questions and signing guests up for the program utilizing a mobile device. Assists Guest Experience with guest service programs and trainings.
Stays apprised of the Gaming Control Board and State of Nevada directives for health and safety at GSR.
Acts as a model of GRAND service!
Other duties as assigned.
Team Member will hold the Confidential Information received from GSR in strict confidence and will exercise a reasonable degree of care to prevent disclosure to others
QUALIFICATIONS
At least 1 year of guest service experience. 3 years minimum practical experience; any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
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.
EDUCATION
Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
LANGUAGE SKILLS
Excellent verbal & written communication skills. Must possess interpersonal skills to deal effectively with business contacts and team members at all levels of the company. Must possess a strong attention to detail and professional appearance to represent GSR.
LICENSES / CERTIFICATES
Must obtain and maintain appropriate licensing with the Nevada Gaming Board and Alcohol Awareness Card.
REASONING ABILITY
Ability to define problems, collect data, establish facts and draw valid conclusions through decisive judgment. Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.
Results oriented, hands-on professional with the ability to deal effectively and interact well with guests and team members. Must have the ability to resolve problems / conflicts in a diplomatic and tactful manner.
OTHER QUALIFICATIONS
Must be a minimum of 21 years of age. Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate. Ability to maintain confidentiality of sensitive information.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member : must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with guests, management, team members and others. Is regularly required to sit; stand; walk and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend / stoop, squat, balance, kneel, lift and push / pull. The team member must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
While performing the duties of this job, the team member is regularly exposed to a smoke-filled environment. The noise level in the work environment is usually loud.
