What are the responsibilities and job description for the Guest Experience Manager position at Sky River Casino?
The Guest Experience Manager serves as the voice of the guest and will influence property decision making through CX data. They will be responsible for overseeing and enhancing the guest journey, ensuring every touchpoint is consistently up to company standards. This manager is responsible for developing and leading a team of Guest Experience Specialists who stay connected with our most valuable guests. These interactions include surveys, social media, review sites, mystery shops, website feedback and other sources. The Guest Experience Manager also oversees onboarding, training, performance management, and coaching of their Guest Experience Specialist team.
Key Responsibilities :
- Serves as the primary contact for the CX vendor and oversees the program's technical maintenance.
- Regularly evaluates the guest experience program and recommends updates to surveys and reporting to ensure alignment with the guest journey, internal culture, and company objectives.
- Collaborates with the analytics team to develop timely feedback reports across all channels, including resolution processes, outcomes, and associated costs.
- Assists with recruiting, interviewing, hiring, and retaining a team of 3-5 Guest Experience Specialists.
- Trains, supervises, and mentors team members to excel in both quantitative and qualitative performance metrics.
- Supports Guest Experience Specialists with transactional processes and guest interactions, serving as the first point of escalation for complex guest situations.
- Provides coverage in the Call Center as needed.
- Implements the mystery shop program by collaborating with vendors and ensuring departments are informed of evaluation templates, processes, and areas of focus.
- Identifies service improvement areas by analyzing guest feedback trends and working directly with the analytics team.
- Manages case distribution to ensure timely assignment and resolution.
- Develops tracking tools to hold team members accountable for guest interactions.
- Oversees front-line recovery in situations where guest satisfaction is at risk, guiding team members during training and ongoing events.
- Ensures adherence to published work schedules based on activity trends.
- Recognizes exemplary team member performance and addresses unsatisfactory performance through appropriate disciplinary measures.
- Monitors service level adherence and adjusts staff schedules or skill assignments as needed to ensure tasks are completed efficiently.
- Works with the QA Specialist to review team member evaluations and prepare annual performance appraisals.
- Identifies team member strengths and areas for development to support growth through the skills hierarchy.
- Ensures consistent application of policies, standards, and guidelines for guest interactions.
- Assists the Training Specialist with delivering stand-up training sessions when needed.
- Upholds California Gaming Regulations and Sky River Casino departmental policies and procedures.
- Reports any illegal acts or ethics violations to management or the Ethics Hotline promptly and discreetly.
- Promotes responsible gaming by notifying management of any concerns or observations.
- Establishes and communicates area structure, including goals, role expectations, financial strategies, and performance standards, to enhance team member value and company outcomes.
- Adopts and leverages the latest technology to deliver improved guest service.
Qualifications :
