Guest Experience Specialist Jobs

Overview

Job Title: Guest Experience Specialist

Salary: $60,000 +

Status: Full Time

Shift: Dayshift

There are many great advantages to work for Monarch Casino Resort Spa:

• Career Advancement
• Beautiful, modern, fast paced work environment that you can take pride in
• Consistent Schedules
• Non-smoking environment
• Free Hot Meal per shift
• Subsidized transportation

Responsibilities

• Participate in guest recovery.
• Facilitate improvement of the key metrics defined through data analytics, resulting in increased guest visitation (particularly of highest value guests) and incremental property revenue.
• Determine high impact guest satisfiers and dissatisfiers across the customer lifecycle journey and use data to enhance guest service successes and solve guest service challenges.
• Understand business challenges and industry trends and how these macro effects impact guest satisfaction. Recommend and implement solutions meaningful to guests based on these findings.
• Report on guest satisfaction findings and create and implement solutions, by collaborating with department management to clarify goals, creating action plans on how to meet those goals, measure progress, and follow up on results.
• Establish strategies based on company goals to increase guest satisfaction, loyalty and advocacy.
• Create and track metrics to quantify the guest experience, with support from multiple guest feedback systems (both automated and manual) across all property divisions.

Qualifications

• Programming skills are preferred.
• Knowledge of various research practices and critical thinking skills required.
• Knowledge of Microsoft Office and various systems and databases.
• Minimum of 5 years direct experience in the Hospitality industry required.
• Flexibility for tasks from creating new analytical strategies to direct communication with guests.
• Bachelor’s degree in Human Resources Management, Hospitality Management, Business Management or other related field.
• Demonstrated knowledge of conflict resolution techniques required.
• Ability to present facts and recommendations effectively in oral and written form.
• Excellent written and verbal communication skills.
• Must have data analytics experience.
• Ability to build rapport and exemplary customer service skills is required.

DESIRED COMPETENCIES

• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with ethical integrity; Upholds organizational values.

Not only does Monarch offer a luxury experience for guests we offer luxury benefits to our Team Members as well!

Full Time Team Members (30+ hours) will enjoy the following benefits and perks:

• Relocation Reimbursement
• Paid time off
• 6 Observed Holidays and Holiday Pay
• Health Benefit Insurance Package after 90 days includes: medical, dental, vision, life insurance, short term disability, 401k with company match

Part Time and Full Time Team Members (TMs) will enjoy the following benefits and perks:

• Team Member Hotel, Retail and Spa Discounts
• 80% Subsidized Bus Transportation Options
• Education/Tuition/Certification Reimbursement (up to $6,000 per calendar year)
• Team Member Anniversary Recognition (earn resort credit, vacation trips and more!)
• Up to 48 hours of Sick Pay for Team Members Under 30 hrs per Week
• Career Development and Advancement Programs
• 1 Free Hot Meal per shift and Unlimited Coffee, Tea, Soft Drinks
• Wardrobe/Uniforms and Dry Cleaning Provided Free of Charge for most positions
• Free Covered Parking

Save your gas and mileage on your car! Check out these convenient casino bus routes at www.casinoshuttle.com . As a Team Member of Monarch, we subsidize your bus transportation up to 80%!

An Equal Opportunity Employer: Monarch Casino Resort Spa does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.