DIRECTOR - GUEST SATISFACTION

The Director of Guest Experience is responsible for overseeing and enhancing all aspects of the guest journey within the casino and resort environment.  This leadership role focuses on delivering a consistent, world-class service experience across all touchpoints, including gaming, hotel accommodations, food and beverage, and entertainment.  The Director ensures that service standards align with the brand vision, drive guest satisfaction, and support revenue growth.

PRIMARY RESPONSIBILITIES

• Monitor that employees follow departmental SOPs by observation, mystery shops, player feedback, and market metrics surveys.
• Develop and implement strategies to enhance guest satisfaction, loyalty, and brand perception.
• Lead and mentor the Guest Experience team, including front desk, concierge, loyalty program staff, and customer service agents.
• Collaborate cross-functionally with casino floor staff, marketing, food and beverage, entertainment departments, and hotel operations, to align and improve guest-facing satisfaction.
• Monitor guest feedback from multiple channels (e.g., surveys, social media, online reviews) and develop actionable improvement plans.
• Oversee the property’s guest service recovery program and lead initiatives to resolve guest concerns effectively and empathetically.
• Manage VIP and loyalty program experiences in collaboration with the Player Development and Marketing teams.
• Ensure staff is trained to deliver exceptional customer service through onboarding, ongoing, training, and performance management.
• Use data analytics and KPIs to monitor service performance and recommend enhancements.
• Innovate and introduce new technologies or experiences that elevate the guest journey.
• Represent the voice of the guest at executive leadership meetings.
• Champion upgrades to SOPs by providing feedback of improvement with departmental managers.  Facilitating the SOP improvements by partnering directly with department leadership.
• Manage the Market Metrix Case system to ensure that cases are assigned and closed in a proper and timely manner.
• Manage the Mystery Shopper system and follow up with each department about the Mystery Shop.
• Develop guest feedback tools for management that hold employees accountable for their interactions with the guest.
• Adopts and adapts the latest technology in delivering improved guest service.
• Analyze the market and know what kind of services competitors are offering that may be adopted at the property or avoided if it means loss to their business.
• Provide guest trending insight to top-level management.
• Monitor feedback and ensure contact requests are being withheld through the Website, Trip Advisor, Twitter, Facebook, and other social media.
• Play a role in the recruitment process and help in hiring productive assets for the company.
• Teach communication and interpersonal skills to the staff members through training sessions.
• Assists the training department in development and delivery of guest service training.
• Develop best practices with other Seminole Gaming properties.

Skills Required in Customer Service Manager

• Excellent interpersonal skills.
• Expert management skills in implementing proper administration.
• Serve as a role model for the employees and generate motivational factors in the organization.
• Ability to recognize global trends in guest service and adapt best practices to the organization.
• Strong understanding and use of technology.
• Creativity is also one of the important traits.
• Ability to multitask and make complete use of the available resources.

• Bachelor’s degree in hospitality management, Business Administration, or related field; MBA preferred.
• 5+ years of experience in hospitality or casino guest services, with 3+ years in a senior role.
• Strong understanding of luxury service standards and high-touch customer experience.
• Excellent interpersonal and communication skills with a focus on coaching and team building
• Knowledge of CRM systems, guest feedback platforms, and loyalty programs.
• Must be able to obtain and maintain a gaming license, as required by jurisdiction.

SKILLS

• Excellent interpersonal, oral and written communication skills.
• Meticulous, organized and accurate
• Extreme confidentiality.
• Familiarity with a variety of computer systems and applications.
• Be flexible to work varying shifts and time schedules as needed.
• Communicate effectively with all levels of employees and guests.
• Manage multiple details and tasks concurrently in a changing environment.
• Able to work effectively in a team environment.
• Analyze and think about how possible solutions impact on the entire operation.

PHYSICAL DEMANDS

• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• Ability to lift 30 to 40 lbs.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.