Guest Experience Leader — Service Excellence & Personalization

Live! Casino & Hotel

Hanover (MD)

On-site

USD 73,003 - 100,694

Full time

14 days+

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Benefits offered by this job

Comprehensive health benefits

Free parking

Free food and discounted meals

Job summary

Live! Casino & Hotel in Hanover, Maryland is seeking a Guest Experience Manager to lead the development and implementation of service standards that enhance guest satisfaction.

This role is pivotal in analyzing guest feedback and executing strategies that improve overall experiences. Ideal candidates should possess a bachelor's degree in hospitality management and have a strong background in customer service.

We offer comprehensive health benefits, opportunities for career growth, and additional perks like on-site wellness programs and food discounts.

Qualifications

Bachelor's degree in hospitality management, business administration, or a related field.
Sufficient experience in a customer facing role.
Excellent interpersonal and communication skills.

Responsibilities

Promotes team-oriented service standards.
Designs guest service training modules.
Analyzes guest feedback for continuous improvement.

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 or related field

Job description

Live! Casino & Hotel in Hanover, Maryland is seeking a Guest Experience Manager to lead the development and implementation of service standards that enhance guest satisfaction.

We offer comprehensive health benefits, opportunities for career growth, and additional perks like on-site wellness programs and food discounts.

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