Director, Guest Satisfaction

Hard Rock Hotel & Casino Ottawa • Tejon, NM

3d

About The Position

The Guest Satisfaction Director is the primary contact for off-property guests who provide feedback about their experience. The Director investigates feedback, follows up with guests to support service recovery, and handles fast-paced, high-stress situations while maintaining a positive and professional demeanor. The role leads the Guest Satisfaction Team, manages priority and executive-level complaints, tracks guest comments and service trends, and coordinates resolution of service breakdowns across the property.

The position typically operates in a professional office setting, with occasional work on or passage through the Casino Floor, where casino-related factors such as second-hand smoke and excessive noise may be present. The role requires effective communication with guests in English and frequent computer-based work and guest interactions.

Requirements

• College degree required.
• Five to ten years of work experience in the casino, hotel, or hospitality industry.
• Three to five years of management-level experience in a large-scale, high-quality hospitality environment.
• Proven track record of providing excellent Guest Service Scores.
• Effective computer skills beyond basic keyboarding and understanding of telephone etiquette.
• Strong business writing skills and ability to communicate professionally through multiple channels.
• Knowledge of social media and its role.
• Strong verbal communication and interpersonal skills.
• Experience handling guest calls in a stressful environment.
• Ability to work independently and under direct supervision while maintaining high productivity.
• Ability to remain seated for an entire shift and perform repetitive finger and wrist motions for keyboard data entry, as well as prolonged viewing of a computer monitor.
• Ability to handle high volumes of repetitive guest interactions, including escalated calls, with composure and tact.
• Ability to creatively resolve guest disputes and to honor or decline guest requests confidently, respectfully, and politely.
• Ability to communicate effectively with guests in English, as required for the position.

Nice To Haves

• Preferred familiarity with Microsoft Office Suite, LMS, Kronos, HOT SoS, and MMS.
• Strong grasp of Microsoft Excel preferred.
• Knowledge of property management, reservations, and player tracking systems such as LMS, ARTS, and CMP, and proficiency with basic Windows and MS Office packages are considered a plus.
• Experience handling reservations in the casino or hospitality industry is considered a plus.

Responsibilities

• Train, hire, and monitor the performance of the Guest Satisfaction Team, including VIP Guest Relations and I-Gaming CS Supervisor roles.
• Manage priority and executive-level complaints.
• Run reports and compile data to track weekly and monthly guest comments and trends.
• Ensure adherence to Guest Satisfaction processes and procedures and assist department management with customer interactions.
• Ensure relationship repair collection, Salesforce data entry, breakdown tracking, investigation, and responses are completed within the appropriate time frame.
• Address customer-reported service problems verbally and in writing.
• Coordinate service recovery follow-up with divisional Vice Presidents and designees to resolve outstanding service breakdowns.
• Conduct investigations, including management interviews and reviews of customer data and surveillance records, to determine appropriate service recovery remedies.
• Make service recovery compensation decisions while considering the financial impact to the company.
• Serve customers professionally and positively under stressful conditions.
• Monitor and engage with customers on travel sites and social media forums.
• Identify systematic service issues and establish a resolution system.
• Monitor and promptly respond to the general inquiries email address.
• Respond to guest surveys in a timely and appropriate manner.
• Perform other duties as assigned.

Benefits

• The company describes a comprehensive benefits package intended to support team members’ health, future planning, and work-life balance. Benefits may vary with employment status; details are available on the company career site.

What This Job Offers

• Job Type: Full-time
• Career Level: Director