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Job Description
View More Jobs Guest Experience Specialist Chandler, OK, United States (On-site) Be the First to Apply
WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission :
"Create the Extraordinary"
Our Vision :
"We create spectacular worlds that immerse, inspire and connect you. We don't perform magic; we create it with excellence."
Our Values :
"Blaze the Trail, Together We Win, All-In on Service" Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.
Job Summary Essential Job Functions:
Serve as an expert in our customer experience survey software. Duties include, but are not limited to, training new users, creating new accounts, assigning, and following up with customer issues. Maintain productive relationships with our corporate Service partners, as well as Service leaders at other properties, and leverage shared best practices. Oversee service recovery utilization, collaborating with operators on areas of opportunity. Analyze weekly service reports and provide the property, and specific departments as needed, with performance summaries. Identify service improvement and breakdown prevention opportunities through analyzing our survey score data and guest verbatims, to elevate the guest's service experience. Develop and deploy processes, standards, strategies, initiatives, and direction that will elevate the guest's service experience. Coordinate and oversee projects related to the guest's service experience. Oversee social travel site reviews. Oversee the follow up to any review requiring action on all other social sites, Facebook, Twitter, Instagram, etc. Oversee our Everyone Greets Everyone (EGE) standard operating procedures. Oversee our Family Service Standards operating policies and procedures. Collaborate with Talent Development leaders on the evolution of guest service/experience onboarding and training. Conduct weekly resort walk-throughs auditing against our Family Service Standards. Ensure Total Return credits are uploaded for team members named in positive guest verbatims. Attend department buzz sessions and work with leaders on opportunities to elevate guest experience. Represent our property on all Guest Service-related conference calls and meetings. Harrah's reserves the right to make changes to this job description whenever necessary. It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, or marital status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Preference is given to qualified Iowa tribal members and members of other federally recognized tribes. How You Will Create the
Must be able to work inside and continuously maneuver around office area and throughout the hotel/casino property. Must be able to bend, crouch, kneel, twist, lift and work at a desk when performing secretarial functions. Responds to visual and aural cues. Must be able to read, write, speak, and understand English. Must be able to operate a computer, telephone, and calculator, photocopy machine, fax machine, scanner, and other equipment as necessary. Must be able to type, write and read various reports. When on casino floor, must be able to tolerate areas containing secondhand smoke, high noise levels, and bright lights.
What You Will Need Qualifications :
High school diploma or equivalent required. Strong communication skills. Ability to remain calm and professional in fact-paced environments. Strong organizational skills and attention to detail. Proficient in Microsoft Office and other business software applications. Must be comfortable with public speaking. Strategic thinker skilled in planning and conceptualizing. Ability to effectively oversee time and stay focused in a fast paced, high-volume environment. Demonstrate strong analytical thinking, sound judgment and the ability to make effective decisions while balancing guest satisfaction and business needs. Must have fun, be upbeat, and positive attitude. Flexible schedule, including evenings, weekends. And holidays as needed. Strong problem solving and conflict resolution abilities. Experienced in handling guest escalations, resolving conflicts, and conducting challenging conversations with professionalism and empathy. Able to demonstrate the ability to communicate effectively with upset guests, resolve issues, and restore the guest experience.
TOGETHER WE WIN
We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.
DISCLAIMER
These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary. As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law. ADA Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.
EQUAL EMPLOYMENT OPPORTUNITY
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class. Apply Now Job Info Job Identification 85995 Job Category Sales and Marketing Job Schedule Full time Locations Harrah's Oklahoma (On-site)
