Director, Guest Satisfaction

Hard Rock Hotel & Casino Ottawa; Tejon (NM); On-site; USD 64,000 - 93,000; Full time

Job summary

Hard Rock Hotel & Casino Ottawa is looking for a Guest Satisfaction Director to lead VIP Guest Relations and CS teams, investigating feedback and ensuring guest recovery in a fast-paced environment.

The role requires extensive hospitality management experience, a college degree, and strong communication and Excel skills. You will monitor service metrics, coordinate with executives, and uphold professional service standards on property.

Qualifications

• College degree required.
• Minimum 5–10 years in casino, hotel or hospitality.
• 3–5 years of management-level experience in a large-scale hospitality environment.
• Proven track record of high Guest Service Scores.
• Strong skills in Microsoft Excel and Office suite.

Responsibilities

• Train, hire, and monitor performance of the Guest Satisfaction Team (VIP Guest Relations and CS Supervisor).
• Manage all priority and executive-level complaints.
• Run reports and track monthly/weekly comments and trends.
• Ensure adherence to processes and assist in managing customer interactions.
• Address customer issues verbally and in writing with proper follow-up for service recovery.
• Serve as property point person for service recovery with senior leaders.
• Investigate using interviews, data reviews, and surveillance for recovery remedies.
• Make sound business decisions balancing service recovery with financial impact.

Skills

Guest relations

Communication

Leadership

Staff training

Customer service

Education

College degree

Tools

Microsoft Office Suite

LMS

Kronos

HOT SoS

MMS

Microsoft Excel

Job description

Job Description:

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: https://www.gotoworkhappy.com/benefits

JOB DESCRIPTION AND RESPONSIBILITIES:

The Guest Satisfaction Director is the main point of contact for off-property guests who wish to provide feedback regarding their experience. They are responsible for investigating each piece of feedback received and following up with our patrons to ensure guest recovery. This position often includes fast-paced, high-stress situations, which will require someone to think on their feet while maintaining a pleasant and positive demeanor.

ESSENTIAL JOB FUNCTIONS:

• Responsible for the training, hiring, and performance monitoring of the Guest Satisfaction Team, including the VIP Guest Relations and I-Gaming CS Supervisor roles.
• Manages all priority and executive-level complaints.
• Runs reports and compiles data to track monthly and weekly comments and trends.
• Ensures proper adherence to Guest Satisfaction’s processes and procedures and assists in operating department management in effectively conducting customer interactions.
• Ensures all relationship repair collection, Sales Force data entry, breakdown tracking, investigation, and response are completed within the appropriate time frame.
• Responsible for addressing customers verbally and in writing for all service-related problems reported by customers.
• Acts as a property point person for service recovery by providing proper follow-up with divisional Vice Presidents and designees to ensure the resolution of outstanding service breakdowns.
• Conducts thorough investigations to include management interviews, review of customer data records, and surveillance records to determine appropriate service recovery remedies.
• Makes sound business decisions while keeping the financial impact to the company in mind with respect to all service recovery compensation.
• Positively services customers under stressful conditions while maintaining a pleasant and professional demeanor.
• Monitors and engages customers in multiple travel sites and social media forums.
• Identify systematic service issues and establishes a system of resolution.
• Monitors and responds to the general inquiries email address in a prompt fashion.
• Responds to guest surveys in a timely, appropriate fashion.
• Other duties as assigned.

QUALIFICATIONS:

• College degree required
• Minimum five (5) to ten (10) years working in a casino, hotel or hospitality industry
• A minimum of three (3) to five (5) years of management-level experience in a large-scale and high-quality hospitality environment
• Must have a proven track record of providing excellent Guest Service Scores
• Preferred background with the following systems: Microsoft Office Suite, LMS, Kronos, HOT SoS, and MMS. A strong grasp of Microsoft Excel is preferred.

ADDITIONAL REQUIREMENTS:

• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Strong Business Writing skills. Ability to communicate in multiple channels, always representing the company professionally.
• Knowledge of Social Media and the role they play.
• Knowledge of property management, reservations and player tracking systems (e.g., LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages are considered a plus
• Strong verbal communication and interpersonal skills
• Experience handling guest calls in a stressful environment
• Experience handling reservations in the casino/hospitality industry is considered a plus
• Ability to work independently and under direct supervision, while maintaining a high level of productivity
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
• Must be prepared and able to handle, with composure and tact, a high volume of repetitive guest interactions including escalated calls.
• Must be prepared to creatively resolve guest disputes; must be prepared to honor or decline guest requests in a manner which is authoritative and confident, yet respectful and polite

WORK ENVIRONMENT:

Duties and responsibilities are typically performed in a professional office setting, but there may be times when you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, second-hand smoke and excessive noise.

Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

DISCLAIMER:

This is not an exhaustive list of all responsibilities, requirements and skills. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances arise.