Guest Experience Supervisor

2 days ago

Rancho Mirage, California, United States Agua Caliente Casinos Full time
Job Summary

We are seeking a highly skilled Guest Experience Supervisor to join our team at Agua Caliente Casinos. As a key member of our Guest Services Department, you will play a vital role in ensuring that our guests receive exceptional service and have an unforgettable experience.

Key Responsibilities
  • Assist management in coordinating and executing various tasks, trainings, and meetings to ensure the proper and efficient operations of the Guest Experience Department.
  • Prepare for departmental trainings through planning, organizing, and executing according to the needs determined by the department.
  • Develop and grow team members through continued service training, orientations, ongoing feedback, and conducting quality assessment reviews.
  • Respond to customer service surveys professionally and on time, achieving positive guest/problem resolution.
  • Analyze customer service surveys and provide input/recommendations to management for continual training development of the company.
  • Recognize team members mentioned in guest surveys for exemplary service through internal reward systems and communications to aid in team member retention.
  • Communicate with department heads through various methods to coordinate meetings and trainings for the ongoing effort of growth in the company.
  • Participate in the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure a competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment.
Requirements
  • 3 years of customer service experience working in a luxury brand hotel, resort, or casino.
  • Previous supervisor experience preferred.
  • Must have excellent organizational skills, be computer literate, have the ability to work with all departments, and have excellent customer relations skills.
  • Must have good oral and written communication skills.
  • Must be able to communicate in English.
Working Conditions

To perform this job successfully, the individual must be able to stand, move, and work throughout the office area and properties, including walking up to 1 1/2 mile, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Also, may be subjected to a smoke-filled environment.

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