Guest Experience Manager Full Time (Harrahs Pompano Beach Position Available In Broward, Florida

ESSENTIAL DUTIES & RESPONSIBILITIES

General:

Provide superior guest service, positively affect interactions with guests and Team Members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work effectively and courteously with fellow Team Members. Provide reporting and improvement suggestions for guest service program. Shall be responsible to successfully influence department managers to improve guest service program scores. Review, respond and analyze guest feedback including website, comment cards, social media, focus groups as well as Team Member comments. Tracks customer responses from the website, comment cards and customer surveys. Ensures the timely response to customer feedback including direct guest contact. Provides reporting and improvement suggestions for customer loyalty metric (NPS). Works with front line Team Members emphasizing the importance of engagement, ownership of change, and their impact on the guest experience. Increase Team Member engagement by using customer experience tools including the “All In” reward system, and various empowerment tools. Cross trained to assist other areas as needed to ensure great service to guests Prepare weekly and monthly reports, communicate status of guest service program and provide recommendations for future actions. Deploy ad hoc surveys and perform focus groups as needed. Work with management team to develop and maintain standards of service and processes for guests. Meet with departmental directors and managers as necessary. Maintain strict confidentiality relative to financial data, casino procedures, policies and marketing plans. Produce various oral and written reports as requested. Manage established budget and other performance goals. Have complete knowledge of all casino events and promotional activities, and assist as needed. Keep work area in a clean and orderly manner. Adhere to regulatory, departmental, and Company policies in an ethical manner and empower and require others to do the same. Must be able to work a flexible schedule as required by business operations, including late nights, weekends, and holidays; shifts and work locations may change. Perform other duties as assigned or reasonably requested by any member of management.

Operating Principles:

Ensure at all times operating principles are being adhered to: Clean

• Keep all areas clean and pristine; Safe
• Follow all safety policies and procedures; Friendly
• Use customer courtesy skills of Family Style Service to provide superior guest service; Fun
• Be interactive with all internal and external guests while maintaining professional standards.

Tools and Technology :

Use of computer station with internet, Microsoft office software, casino tracking programs (ABS, IVS, CMS, Stratton Warren, AS400, UKG, Datastream, Medallia, Birdseye), telephone and PBX system, voicemail, fax, and copier.

Licensure :

Must be able to obtain and maintain a 1055 Combo “Professional” Slot License. Must be at least 21 years of age. Three (3) years of tax returns required.

QUALIFICATIONS

Experience:

One to three years experience in a hospitality industry with a 4-year degree in a related field or equivalent work experience preferred. Demonstrated experience in improving guest satisfaction. Gaming experience is preferred.

Knowledge:

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. Knowledge of gaming laws and regulations.

Skills:

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Considering the relative costs and benefits of potential actions to choose the most appropriate one. Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information effectively. Actively looking for ways to help people. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior. Understanding the implications of new information for both current and future problem-solving and decision-making. Adjusting actions in relation to others’ actions.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

Required to sit, walk and stand; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear; and lift up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

An office environment. A casino environment exposed to bright flashing lights, noise, smoke and varied temperatures. Use of elevator and stairs. May also work in a banquet/showroom environment with varied noise levels and temperatures, wet areas, and exposure to low-level lights. A restaurant environment with varied noise levels, variable temperatures, wet areas, and smoke. A kitchen environment with a variety of workstations and storage areas, exposed to varied temperatures, smoke, steam, noise, and wet areas.