Guest Experience Manager

Min Compensation

USD $73,003.00/Yr.

USD $/Yr.

Why We Need Your Talents:

The Guest Experience Manager is responsible for leading the development, implementation, and continuous improvement of service standards that shape every aspect of the guest journey. This role plays a critical part in analyzing feedback, identifying service gaps, and executing strategies that enhance satisfaction, personalize interactions, and ensure consistency across all touchpoints. Your ability to guide frontline teams, collaborate with department leaders, and resolve guest concerns with professionalism directly supports the property’s reputation for exceptional hospitality.

By driving operational excellence, upholding regulatory compliance, and championing a culture devoted to service, you help position Live! Casino & Hotel as a preferred destination for world‑class experiences.

Where You'll Make an Impact:

• Promotes and develops team-oriented service standards, stressing the importance of providing unparalleled commitment to guest service excellence.
• Works with department leaders to identify and mitigate service interruptions.
• Identifies departmental KPIs, develops service standards to improve the guest experience.
• Utilizes process improvement strategies to reduce service disruptions and improve the guest experience.
• Designs and facilitates guest service training modules.
• Identifies and quantifies service interruptions that result in direct and indirect loss of revenue.
• Monitors and evaluates the performance of frontline teams in delivering exceptional guest services, providing regular feedback, and implementing development plans to address performance gaps.
• Develops and implements strategies to personalize guest experiences, tailoring services and recommendations to individual preferences and needs.
• Analyzes guest feedback from various platforms, identifying trends and areas for improvement to enhance overall satisfaction.
• Collaborates with marketing and sales teams to align guest experience strategies with broader organizational goals, ensuring a cohesive approach to guest satisfaction and loyalty programs.
• Stays abreast of industry trends and competitive offerings to ensure the property remains a preferred choice for guests.
• Implements best practices and innovative solutions for continuous improvement.
• Innovates and implements new technologies or services that enhance the guest experience.
• Responds to guest issues, concerns, and complaints in a courteous manner consistent with guest service standards.
• Develops and maintains a comprehensive crisis management plan to address potential issues that could negatively impact the guest experience, ensuring a rapid and coordinated response to any situation.
• Complies with all internal controls and procedures related to departmental operations. Ensures compliance with regulatory controls, both internal and external, including but not limited to state and federal laws and state gaming regulations.
• Manages the budget for guest experience, including forecasting expenses and controlling costs related to amenities, team member training, and guest initiatives.
• Performs other duties as assigned.

Skills to Help You Succeed:

• Customer Journey Mapping: A detailed visualization of every step a guest takes from initial interest to post-visit feedback allows for pinpointing areas for enhancement and personalizing services. By ensuring that every touchpoint is optimized for satisfaction, loyalty is fostered, and positive reviews are encouraged.
• Feedback Analysis: Dissecting comments, reviews, and surveys to identify patterns and areas for improvement impacts the enhancement of the guest experience. Utilizing a meticulous approach, Guest Experience Managers make data‑driven decisions that refine service standards and elevate overall satisfaction.
• Personalization Strategies: Tailoring services and interactions based on individual preferences and historical data enhances guest satisfaction and fosters loyalty. Unique and memorable experiences encourage repeat visits and positive word‑of‑mouth.
• Conflict Resolution: Addressing and resolving guest complaints and concerns is…