Guest Experience Manager

WE'RE DOUBLING DOWN ON YOUR FUTURE

• Competitive salary of $109,056 - $125,414 / DOE with discretionary performance bonuses 2x a year!
• Fully paid medical, prescription drug, dental and vision coverage for you and competitive premiums for your dependents.
• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.
• Company-paid gaming licenses (Class A & Class B)
• Variety of additional voluntary benefits and retirement plans.

WHAT YOU’LL DO

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Practice, support, and promote the mission, vision, and values of Muckleshoot Casino Resort.
• Lead the development, implementation, and ongoing enhancement of the guest experience program.
• Ensure that all touchpoints across the Casino Resort deliver a seamless and exceptional experience that aligns with the organization’s core values and service goals.
• Actively manage and analyze guest feedback from various sources, including surveys, correspondence, and direct interactions.
• Use insights to identify trends, address concerns, and drive continuous improvements in guest service.
• Ensure prompt and effective resolution of guest issues to maintain high levels of satisfaction and loyalty.
• Partner with the Training Department to design and deliver comprehensive training programs focused on guest service excellence.
• Ensure all team members are equipped with the skills and knowledge to meet and exceed guest expectations.
• Continuously monitor and refine training content to reflect evolving guest needs and industry best practices.
• Develop and oversee the collection and analysis of guest experience data.
• Prepare detailed reports that provide actionable insights to leadership and relevant departments, guiding decision-making and strategy development.
• Track and report on key performance indicators (KPIs) related to guest satisfaction and service quality.
• Manage the guest service survey program, including customer contact case tracking and the development of employee recognition initiatives.
• Create and maintain a culture of appreciation where outstanding guest service is celebrated and rewarded.
• Serve as the central point of communication for all guest experience-related initiatives.
• Facilitate cross-departmental collaboration to ensure cohesive efforts in delivering superior guest experiences.
• Coordinate with other departments to integrate guest service goals into broader organizational strategies.
• Work with external vendors and service providers to support guest experience initiatives.
• Ensure that all partnerships enhance the overall guest experience and contribute to the Casino Resort’s reputation for excellence.
• Lead the planning, coordination, and execution of special events that impact guest experience.
• Participate in community relations projects to strengthen the Casino Resort’s connection with the local community and enhance its public image.
• Partner with the Talent Acquisition team to hire and evaluate guest experience team members.
• Foster a positive and professional work environment that encourages teamwork, continuous learning, and high performance.
• Ensure that the team is motivated and aligned with the Casino Resort’s service standards and goals.
• Develop and execute strategic plans to enhance the overall guest experience.
• Work closely with leadership to align guest service initiatives with the Casino Resort’s long-term objectives.
• Proactively identify opportunities for improvement and lead projects that enhance guest satisfaction and operational efficiency.
• Create, maintain, and facilitate a positive work environment; promote positive team member relations and report issues to the appropriate personnel.
• Other duties as assigned.

WHAT YOU’LL BRING

• Five (5) years of experience in guest services in a hospitality setting, preferably within a casino gaming environment.
• Bachelor’s degree in Business Administration, Hospitality, or a related field preferred; relevant experience may substitute for the degree requirement.
• Must possess strong working knowledge of analytical tools and spreadsheets.
• Must possess excellent guest service skills, strong professional etiquette and be a self-starter with the ability to multitask, follow-up and complete tasks in a timely manner with minimum supervision.
• Ability to establish and maintain effective working relationships as well as to gain the cooperation of guests and fellow team members.

HOW YOU’LL BE SUCCESSFUL

• Strong commitment to creating and maintaining a guest-focused culture.
• Ability to anticipate guest needs and deliver personalized, high-quality service.
• Proven ability to lead teams and projects, with a focus on strategic planning and execution.
• Strong decision-making skills with the ability to drive results in a dynamic environment.
• Expertise in data analysis and the ability to translate insights into actionable strategies.
• Proficiency in using analytical tools and software for reporting and decision support.
• Excellent communication skills, both verbal and written, with the ability to influence and collaborate across departments.
• Strong interpersonal skills with the ability to build positive relationships with guests, team members, and external partners.
• Ability to identify issues, develop solutions, and implement changes effectively.
• Adaptable to changing conditions and able to manage multiple priorities in a fast-paced environment.
• Ability to maintain a professional appearance and demeanor at all times.
• Ability to work under pressure, maintain regular attendance, and handle various physical demands associated with a dynamic casino environment.
• Ability to read and understand information and ideas presented in writing.

WHAT TO EXPECT

• Availability – Ability to work 40 hours per week, holidays, weekends, and nights to support a 24/7 operation.
• Physical – Ability to maneuver in all areas of the casino, ascent/descent from stairs, frequent standing, walking, sitting, reaching, stooping, kneeling, or crouching, and/or prolonged periods focusing on tasks. Ability to lift at least 25 lbs. May regularly need to lift/ move, push, or pull up material or boxes necessary to the job function, with or without assistance.
• Environment – Exposure to environmental tobacco smoke (ETS) while working and traversing on the gaming floor.

MISSION

Our mission is to provide economic stability for our community by creating unforgettable entertainment experiences by inspiring team members to deliver exceptional guest experiences.

VISION

We exist to create unforgettable entertainment experiences!

VALUES

• Wisdom: Learn, Share, Grow
• Respect: Earn it, Show it
• Integrity: Earn Trust Through Honesty
• Fun: Bring Smiles to Everyone

Salary : $109,056 - $125,414