Director of Guest Experience & Service Recovery

Seminole Hard Rock

United States

On-site

USD 120,000 - 160,000

Full time

7 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Benefits package

Job summary

Seminole Hard Rock is seeking a Guest Satisfaction Director to lead the Guest Satisfaction Team, including VIP Guest Relations and the I-Gaming CS Supervisor. You will investigate feedback, ensure timely follow-up, and maintain a positive demeanor in fast-paced environments.

The role emphasizes service recovery, data-driven improvements, and cross-functional collaboration with senior leadership. The candidate should have 5–10 years in casino/hospitality and 3–5 years of management experience,

Qualifications

College degree required.
5–10 years working in a casino, hotel or hospitality industry.
3–5 years of management-level experience in a large-scale hospitality environment.
Proven track record of providing excellent Guest Service Scores.
Strong MS Excel skills preferred.

Responsibilities

Train, hire, and monitor performance of the Guest Satisfaction Team.
Manage priority and executive-level complaints.
Run reports and track monthly/weekly comments and trends.
Ensure adherence to Guest Satisfaction processes and assist in operations management.
Address customers verbally and in writing for service-related issues.
Serve as property point person for service recovery with VPs and designees.