Guest Experience Director

Seminole Hard Rock Hotel & Casino; California; On-site; USD 100,000 - 180,000; Full time

Job summary

Hard Rock Hotel & Casino Tejon is seeking a Director of Guest Satisfaction to lead the team that handles guest feedback, escalate issues, and drive recovery actions. You will train and oversee the Guest Satisfaction Team, including VIP Guest Relations and I-Gaming CS Supervisor roles, and monitor guest sentiment across channels.

You will analyze trends, respond to inquiries, and ensure service levels align with our brand standards in a fast-paced casino hospitality environment.

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.
• Familiarity with Microsoft Excel; knowledge of LMS, Kronos, HOT SoS, MMS is a plus.

Responsibilities

• Train, hire, and monitor the Guest Satisfaction Team, including VIP Guest Relations and I-Gaming CS Supervisor roles.
• Manage priority and executive-level complaints and ensure timely resolution.
• Run reports to track monthly and weekly comments and trends; monitor processes and procedures.

Skills

Guest service

Leadership

Operations management

Communication

Education

College degree

Tools

Microsoft Office Suite

LMS

Kronos

MMS

Job description

Hard Rock Hotel & Casino Tejon is seeking a Director of Guest Satisfaction to lead the team that handles guest feedback, escalate issues, and drive recovery actions. You will train and oversee the Guest Satisfaction Team, including VIP Guest Relations and I-Gaming CS Supervisor roles, and monitor guest sentiment across channels.

You will analyze trends, respond to inquiries, and ensure service levels align with our brand standards in a fast-paced casino hospitality environment.