Guest Experience Specialist

Essential Job Functions

• Serve as an expert in our customer experience survey software. Duties include, but are not limited to, training new users, creating new accounts, assigning, and following up with customer issues.
• Maintain productive relationships with our corporate Service partners, as well as Service leaders at other properties, and leverage shared best practices.
• Oversee service recovery utilization, collaborating with operators on areas of opportunity.
• Analyze weekly service reports and provide the property, and specific departments as needed, with performance summaries.
• Identify service improvement and breakdown prevention opportunities through analyzing our survey score data and guest verbatims, to elevate the guest’s service experience.
• Develop and deploy processes, standards, strategies, initiatives, and direction that will elevate the guest’s service experience.
• Coordinate and oversee projects related to the guest’s service experience.
• Oversee social travel site reviews. Oversee the follow up to any review requiring action on all other social sites, Facebook, Twitter, Instagram, etc.
• Oversee our Everyone Greets Everyone (EGE) standard operating procedures.
• Oversee our Family Service Standards operating policies and procedures.
• Collaborate with Talent Development leaders on the evolution of guest service/experience onboarding and training.
• Conduct weekly resort walk-throughs auditing against our Family Service Standards.
• Ensure Total Return credits are uploaded for team members named in positive guest verbatims.
• Attend department buzz sessions and work with leaders on opportunities to elevate guest experience.
• Represent our property on all Guest Service-related conference calls and meetings.

Harrah’s reserves the right to make changes to this job description whenever necessary. It is ourpolicyto provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, or marital status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Preference is given to qualified Iowa tribal members and members of other federally recognized tribes.