Guest Experience Manager

SUMMARY

The Guest Experience Manager at Grand Sierra Resort is responsible for ensuring that every guest has a memorable and enjoyable stay. This role involves proactively addressing guest issues, coordinating with various departments, and implementing strategies to enhance the overall guest experience, including the casino. This role will oversee guest interactions, manage feedback channels, facilitate training programs, and ensure that all guest service standards are met. The ideal candidate will be able to juggle multiple tasks and adapt to shifting priorities; be highly productive and detail-oriented; be able to work flexible hours; exhibit strong organizational and guest service skills; have experience facilitating trainings to internal Team Members; and have strong computer literacy and software systems knowledge, with proficiency in Microsoft Office programs. Understanding how systems integrate to impact the guest's stay is crucial for success in this role, as well as a guest service-focused mentality. This position requires strong leadership, excellent communication skills, and the ability to work collaboratively with all departments to achieve the highest level of guest satisfaction. The Guest Experience Manager will drive loyalty and unforgettable experiences that keep guests coming back.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to guest reviews and inquiries about GSR in a professional and timely manner, achieving positive resolutions. Interactions include verbal and written format, through multiple feedback channels.
• Proactively identify and resolve guest issues by coordinating with relevant departments (e.g., housekeeping, maintenance, food and beverage, casino operations).
• Maintain detailed records of guest interactions and issues for continuous improvement.
• Take full ownership of complaints, resolving issues promptly and escalating unresolved matters to appropriate leadership, with thorough follow-up to ensure complete guest satisfaction
• Create and monitor action plans for departments that are not meeting guest satisfaction goals and provide support to ensure improvement.
• Collaborate with department heads to develop and implement strategies that enhance guest satisfaction and lead regular team meetings to align on guest experience goals, share progress, and drive continuous improvement.
• Support the Director of Guest Experience in preparing training initiatives, meetings, and events.
• "Develop and implement training programs and guest experience initiatives across all departments, including casino operations, to ensure consistent service quality and enhance overall satisfaction.
• Stay updated on industry trends and best practices to continually elevate the guest experience.
• Ensure that GRAND service standards are consistently demonstrated in all guest interactions and communications, setting the example of excellence, and ensuring that every hotel and casino guest receives exceptional service and a memorable experience.
• Mentor team members on guest service standards and best practices while actively engaging with resort guests in a professional and welcoming manner to foster a cooperative and positive environment
• Conduct monthly meetings with department heads to review performance, discuss challenges, and set goals.
• Strong computer skills in order to be highly functional in multiple systems: text messaging, Lodging Management System (LMS), HotSOS, and other systems as needed.
• Export data from guest survey platforms and create Excel reports and charts utilizing the data.
• Maintain cleanliness and organization of work areas while promptly identifying and reporting property defects, hazards, or equipment issues that may impact operations, ensuring supervisors are immediately informed.
• Complete all duties in accordance with Grand Sierra Resort and Casino standards, policies and procedures.

QUALIFICATIONS

• High school diploma or equivalent. College degree preferred or any combination of education, training, or experience.
• At least 4 years of guest service experience in hospitality.
• At least 2 year of training facilitation to groups.
• Knowledge of hotel operations: front services operations, housekeeping, in room dining, etc.
• Casino experience preferred in order to understand player tracking and comps.
• Ability to maintain confidential information.
• Ability to maintain a positive attitude in dealing effectively with guests, management, and Team Members.
• Strong analytical and creative thinking skills.
• Excellent written and verbal communication, presentation, and computer skills.
• Excellent customer service skills; experience in a high end, 4-Diamond or above hotel environment is preferred.
• Have strong interpersonal skills to deal effectively with all business contacts.
• Professional appearance and demeanor.
• Grand Sierra Resort and Casino is a 24/7 operation. Therefore, the team member must be flexible if needed for occasional work outside of normal business hours. The position will also be working occasional weekends and all holidays. Strong working knowledge of MS Word, Outlook, PowerPoint, and Excel.
• Able to effectively communicate in English, in both written and oral forms.

PHYSICAL DEMANDS

• While performing the duties of this job, the Team Member is consistently standing, sitting, kneeling, walking, reaching, grasping, listening, using a computer, telephone, and speaking.
• Frequently using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard.
• Must be able to infrequently lift, push, or pull up to 25 pounds.

WORKING CONDITIONS

Work is mostly performed indoors, in a climate controlled office environment. The noise level in this work environment is usually moderate. Office environment with moderate lighting and temperature. Team Member may be also be exposed to areas which may be unusually hot, cold, noisy, smoky, dusty, dimly lit or illuminated. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE/HOURS

Grand Sierra Resort and Casino is a 24/7 operation. Therefore, Team Member must be flexible if needed for occasional work outside of normal business hours.