Coordinator Service Excellence, Full Time, Customer Service Assurance (Harrah's SoCal)

Harrah's Resort Southern California•Valley Center, CA

48d•Onsite

About The Position

The Service Excellence Coordinator provides administrative and operational support to the Service Excellence Manager by coordinating guest feedback processes, maintaining reports, tracking service recovery activities, and supporting guest experience programs. This role works closely with property leaders to help route, document, and follow up on guest concerns, administer recognition and incentive programs, and maintain guest experience communications to support service excellence across the property.

Requirements

Minimum 3 years customer service experience required
Strong understanding of Excel, Word, PowerPoint, Copilot
Highly organized with strong interpersonal and communication skills
Able to prioritize competing demands and perform effectively in a fast-paced environment
Ability to read, write, speak, and understand English.
Must be able to operate a computer, and other electronics.

Nice To Haves

Customer feedback system experience preferred

Responsibilities

Support the Service Excellence Manager with opportunities related to our Family Style Service standards and key performance indicator data.
Review, research, log, share, and escalate guest feedback with property leadership teams.
Partner with department leaders to resolve guest issues identified in Medallia, Yelp, Google, etc.
Assist in resolving guest complaints escalated beyond department leadership.
Administration of recurring guest feedback reporting.
Administration of our team member verbatim incentive program.
Administration and reporting for our Service Recovery program.
Update property guest experience communications regularly.
Assist the People & Culture department as needed