Guest Experience Director

Seminole Hard Rock Hotel & Casino; United States; Sur place; USD 110 000 - 150 000; Plein temps

Résumé du poste

Seminole Hard Rock Hotel & Casino is seeking a Guest Satisfaction Director to lead theGuest Satisfaction Team, including VIP Guest Relations and CS supervisors, and to drive service recovery across the property.

You will investigate feedback, conduct management interviews, and ensure timely follow-up with senior executives. The role requires strong communication, Excel skills, and experience in a high-pressure hospitality environment.

Qualifications

• College degree required in hospitality or related field.
• 5–10 years in casino/hospitality industry with leadership experience.
• 3–5 years in management at a large-scale property with guest service focus.
• Proven Guest Service Scores and customer recovery experience.
• Background with LMS/Kronos or related systems is a plus.

Responsabilités

• Oversee training, hiring, and performance of the Guest Satisfaction Team.
• Manage priority and executive-level complaints and recovery efforts.
• Run reports to track comments and trends weekly and monthly.
• Ensure adherence to processes and proper data entry and follow-up.
• Investigate service issues and drive timely resolutions with leadership.

Connaissances

Team leadership

Customer service

Communication

Data reporting

Multitasking

Formation

Bachelor's degree

Outils

Microsoft Office Suite

LMS

Kronos

HOT SoS

MMS

Description du poste

Seminole Hard Rock Hotel & Casino is seeking a Guest Satisfaction Director to lead theGuest Satisfaction Team, including VIP Guest Relations and CS supervisors, and to drive service recovery across the property.

You will investigate feedback, conduct management interviews, and ensure timely follow-up with senior executives. The role requires strong communication, Excel skills, and experience in a high-pressure hospitality environment.