Director of Guest Experience

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

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.