Guest Experience & Culture Manager

Odawa Casino Resort•Petoskey, MI

5d•Onsite

About The Position

The Guest Experience & Culture Manager is a strategic leadership role responsible for driving business performance through service excellence, organizational culture, and team member engagement. This position elevates guest experience to a core enterprise priority by bridging guest-facing operations with people and culture initiatives. As a highly visible brand ambassador, this role ensures alignment between service standards, operational execution, and cultural values. The Guest Experience & Culture Manager leads training initiatives, monitors key performance indicators (KPIs), resolves escalated guest concerns, and partners with leadership to deliver consistent, high-quality service that enhances guest loyalty and drives revenue growth. This role maintains a strong, on-floor presence during peak periods to actively engage with guests, support team members, and model service excellence.

Requirements

Bachelor’s degree in hospitality management, Business Administration, Human Resources, or equivalent professional experience in lieu of a degree with 9-11 years of progressive experience in hospitality or gaming.
Minimum of 5–7 years of progressive leadership experience in hospitality, casino gaming or resort operations, including at least 2-3 years in a management role.
Proven experience in casino and hospitality service standards.
Strong business acumen with the ability to connect guest experience strategies to revenue, profitability and player retention metrics.
Advanced skills in service recovery and conflict resolution, particularly with high-value or escalated guest situations.
Exceptional leadership presence with the ability to influence, coach, and drive accountability across all levels of the organization.
Strong facilitation and training capabilities, including delivering engaging, behavior-based service training programs.
Ability to balance strategic planning with hands-on operational execution in a fast-paced, guest-facing environment.
Excellent interpersonal, communication, and presentation skills.
Proficiency in Microsoft Office and experience with guest feedback platforms, CRM systems, and player tracking systems (e.g., casino management systems).
Ability to work a flexible schedule, including nights, weekends, holidays, and peak business periods.
Regular on-floor presence required, including extended periods of standing and walking.
Ability to operate effectively in a fast-paced, high-volume, and highly visible environment.
Exposure to loud and continual noise levels and a smoke-filled environment.
Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.

Nice To Haves

Applies to Native Americans in accordance with applicable tribal law.

Responsibilities

Championing organizational culture by modeling company values in all interactions.
Partner with Food & Beverage, Marketing, and Player Development to reinforce brand identity and service standards.
Foster a guest-centric environment that strengthens loyalty, retention, and brand affinity.
Promote consistent messaging and behaviors aligned with the organization’s service philosophy.
Develop, implement, and sustain a comprehensive service excellence strategy aligned with organizational goals.
Ensure team members’ behaviors consistently reflect established service standards and expectations.
Integrate people-focused strategies with business objectives to support growth and profitability.
Promote a high-performance, ethical, and guest-focused culture across all departments.
Develop and implement engagement strategies that positively impact guest retention and revenue growth.
Support revenue initiatives through service-driven upselling and cross-selling practices.
Collaborate with operational leaders to design promotions, events, and experiences that increase traffic and spending.
Identify partnership and outreach opportunities to expand guest engagement and sales.
Design and deliver comprehensive guest service training programs.
Coach team members and leaders in service recovery, guest engagement, and revenue-generating behaviors.
Partner with department leaders to ensure training aligns with operational priorities.
Build team member accountability and competency in service excellence.
Support leadership development to strengthen service delivery organization wide.
Create memorable, high-quality guest experiences that drive repeat visitation and loyalty.
Maintain a visible presence on the floor during peak hours to engage guests and support Team Members.
Resolve escalated guest concerns promptly and professionally.
Analyze guest feedback, trends, and satisfaction metrics to drive continuous improvement.
Ensure consistency in service delivery across all guest touchpoints.
Promote a culture rooted in organizational values, engagement, and service excellence.
Empower team members to make informed decisions that enhance the guest experience.
Support retention and engagement initiatives through a positive and inclusive work environment.
Analyze employee engagement data to identify trends and opportunities for improvement.
Build leadership capability and accountability within operational teams.
Maintains strong cross-functional collaboration with Operations, Marketing, Food & Beverage and Player Development leadership.
Participate in the planning and execution of events to ensure exceptional service delivery and guest satisfaction.
Conduct regular walkthroughs to assess and reinforce service standards.
Serves as a strategic advisor to leadership on guest experience and culture initiatives.
Provide operational support to address staffing or service gaps as needed.
Monitor and analyze KPIs, guest satisfaction data, and operational performance metrics.
Prepare reports and provide insights to leadership on service performance and trends.
Ensure compliance with all regulatory requirements, policies, and company standards.
Maintain strict confidentiality when handling sensitive information.
Perform additional duties and responsibilities as assigned to support departmental and organizational goals.
Remain flexible to evolving business needs, including projects, initiatives, and operational priorities.
Provide cross-departmental support during peak periods or special events.