Digital Guest Experience Manager

Digital Guest Experience Manager at Graton Resort & Casino Digital Guest Experience Manager at Graton Resort & Casino in Penngrove, California Posted in about 2 hours ago.

Type:

full-time

Job Description:

Position Summary:

The Digital Guest Experience Manager is responsible for leading and advancing Graton's end-to-end digital guest ecosystem across the mobile app, website/player portal, mobile web, social gaming platforms, digital messaging channels, and on-property digital touchpoints. This role serves as the internal advocate for the guest, ensuring digital experiences, including promotional drawings, personal progressive jackpots, virtual host engagement, service windows, kiosks, mobile ordering, valet system integrations, and digital payment initiatives, are intuitive, transparent, engaging, and aligned with Graton's loyalty and marketing strategies. The Digital Guest Experience Manager will lead and drive digital experience initiatives supported by executive leadership, collaborating closely with IT product managers, project managers, business analysts, vendors, and cross-functional business teams to ensure successful execution and continuous improvement across both online and on-premise environments.

Essential Functions:

1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting our values. 2. Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures. Digital Guest Experience Leadership Lead and continuously enhance the end-to-end digital guest experience across the mobile app, website/player portal, mobile web, social gaming platforms, kiosks, service windows, on-property promotions, mobile ordering, valet systems, and integrated digital payment solutions from a guest-first perspective. Own experience strategy and optimization for advanced digital features, including promotional drawings, personal progressive jackpots, virtual host functionality, on-property promotional execution, and social gaming initiatives to drive adoption and engagement. Identify friction points, usability gaps, and opportunities across the full digital and on-premise guest journey, ensuring a seamless, intuitive, and consistent experience across all platforms and physical-digital touchpoints.

Required Qualifications:

Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form. Bachelor's degree in Digital Strategy, Business, Hospitality, or related field (or equivalent experience) 3. 5+ years of experience in digital experience, marketing innovation, guest engagement, or related roles Experience working with mobile apps, web platforms, CRM/loyalty systems, and digital messaging tools Strong understanding of UX principles and customer journey optimization Familiarity with AI-driven personalization and marketing automation technologies preferred Ability to collaborate effectively across marketing, rewards, IT, and external vendors Strong analytical thinking and ability to translate guest insights into actionable initiatives Excellent communication and stakeholder management skills Gaming or hospitality industry experience preferred