Guest Experience Leader - Elevate Service & Training

Live! Casino & Hotel Maryland; Hanover (MD); On-site; USD 73,003 - 100,694; Full time

Benefits offered by this job

Comprehensive group health benefits

Paid time off

Tuition reimbursement

Live! Hotel discounts

Free food and discounted meals

Job summary

Live! Casino & Hotel Maryland is looking for a Guest Experience Manager to lead the development and enhancement of service standards that shape the guest journey. You will analyze feedback, identify service disruptions, and collaborate with various teams to ensure a consistent and exceptional guest experience.

The ideal candidate has a Bachelor's degree in hospitality management or a related field, possesses strong communication skills, and is committed to driving operational excellence and guest satisfaction.

Qualifications

• Must possess a sufficient customer-facing experience.
• Excellent interpersonal and communication skills are essential.
• Ability to present information clearly and train others.

Responsibilities

• Lead the development of service standards to enhance guest experience.
• Collaborate with department leaders to address service interruptions.
• Analyze guest feedback to identify trends for improvement.
• Implement best practices for continuous improvement in guest services.
• Develop crisis management plans to maintain guest satisfaction.

Skills

Customer Journey Mapping

Feedback Analysis

Personalization Strategies

Conflict Resolution

Event Planning

Technological Proficiency

Cultural Sensitivity

Diversity and Inclusion

Sustainability Practices

Education

Bachelor's degree in hospitality management, business administration, or a related field

Job description

Live! Casino & Hotel Maryland is looking for a Guest Experience Manager to lead the development and enhancement of service standards that shape the guest journey. You will analyze feedback, identify service disruptions, and collaborate with various teams to ensure a consistent and exceptional guest experience.

The ideal candidate has a Bachelor's degree in hospitality management or a related field, possesses strong communication skills, and is committed to driving operational excellence and guest satisfaction.