Guest Experience Coordinator

Four Winds Casino; Michigan; On-site; USD 40,000 - 52,000; Full time

Job summary

Four Winds Casino New Buffalo is seeking a Guest Services Coordinator to assist in coordinating, implementing and tracking guest service breakdowns and responses across the ACES program. You will support events, reports, and script development to ensure consistent guest communications.

The role requires a Bachelor’s degree or 2–3 years in communications, business administration, or casino marketing, plus strong writing and organizational skills; a Level 4 Gaming License is required.

Qualifications

• Bachelor’s degree or 2–3 years related experience in communications, business administration or casino marketing.
• Excellent oral and written communication; strong organizational skills.
• Proficient with computers and multiple software packages.
• Must possess a Level 4 Gaming License.
• Ability to respond to inquiries from employees or guests; effective written communication.
• Ability to read, analyze, and interpret documents; comfortable with public speaking.

Responsibilities

• Coordinates and facilitates guest service program concerns and responses according to policies.
• Prepares detailed guest service reports as needed.
• Collaborates with Manager of Guest Services and Employee Event and News Coordinator for ACES reward and recognition events.
• Responds to guest service inquiries via letters, phone, email, social media, web, surveys and chat.
• Develops and maintains a guest service response script library for consistent replies.
• Aims for KPIs and department goals while maintaining high service levels.
• Maintains accurate department records and reports.
• Assists in monthly budget variance reconciliation for guest services.
• Ensures maximum guest service and satisfaction; handles multiple projects with shifting priorities.

Skills

Communication

Public speaking

Organizational skills

Education

Bachelor’s degree or 2–3 years related experience in communications, business administration or casino marketing

Job description

Four Winds Casino New Buffalo is seeking a Guest Services Coordinator to assist in coordinating, implementing and tracking guest service breakdowns and responses across the ACES program. You will support events, reports, and script development to ensure consistent guest communications.

The role requires a Bachelor’s degree or 2–3 years in communications, business administration, or casino marketing, plus strong writing and organizational skills; a Level 4 Gaming License is required.