Guest Experience Leader – Casinos & Resorts

GTRC; Peshawbestown (MI); On-site; USD 58,000 - 63,000; Full time

Job summary

Grand Traverse Resort & Casinos is seeking a Guest Experience Manager to lead the guest journey across our properties in a full-time management role. The position collaborates with Marketing, Operations and Food & Beverage to deliver a consistently exceptional guest experience.

We expect a minimum of five years in casino/hospitality or related fields, with a bachelor’s degree preferred in Marketing, Hospitality, Business Administration, or Communications.

Qualifications

• Demonstrated experience developing or improving guest experience programs.
• Minimum of five years of progressive experience in casino, resort, hospitality, entertainment, marketing, guest experience or related industry.
• Bachelor’s degree in marketing, Hospitality, Business Administration, Communications or related field preferred.

Responsibilities

• Develop and implement an enterprise-wide guest experience strategy aligned with organizational marketing and brand objectives.
• Establish, maintain and evaluate guest experience standards across casino, resort, food and beverage, entertainment, spa, golf, and other guest facing areas.
• Develop and manage the organization’s voice of the guest program, utilizing surveys (e.g. Net Promoter Score (NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES)), reviews, feedback, guest communications, and other sources to identify trends and opportunities.
• Monitor guest satisfaction and experience metrics, develop regular reporting and provide actionable recommendations to leadership.

Skills

Guest experience

Customer service

Stakeholder collaboration

Data-driven decision making

VOX: NPS/CSAT/CES

Education

Bachelor's degree in Marketing/Hospitality/Business Administration/Communications

Job description

Grand Traverse Resort & Casinos is seeking a Guest Experience Manager to lead the guest journey across our properties in a full-time management role. The position collaborates with Marketing, Operations and Food & Beverage to deliver a consistently exceptional guest experience.

We expect a minimum of five years in casino/hospitality or related fields, with a bachelor’s degree preferred in Marketing, Hospitality, Business Administration, or Communications.