Guest Experience Specialist - Maryland

Live! Casino and Hotel Maryland•Hanover, MD

3d•$54,000 - $66,375•Onsite

About The Position

Why We Need Your Talents: As a Guest Experience Specialist, you’ll be the voice of Live! Casino and Hotel—responding to guest inquiries, resolving issues with professionalism, and ensuring every interaction reflects our high standards. Through accurate communication, problem-solving, and attention to detail, you’ll play a vital role in building loyalty and creating memorable experiences for every guest.

Requirements

Full knowledge and understanding of the Live! Rewards Program
Proficient in Microsoft Office, ability to type 50 WPM
Excellent grammar, spelling and writing skills
Positive, solutions-oriented, extremely helpful, ability to remain calm in difficult situations
Ability to multitask in a fast-paced environment being extremely organized
Ability to work a flexible and irregular schedule including weekends, evenings, and holidays.
Ability to express ideas or make recommendations concerning job related issues; learn specific job duties and complete detailed work assignments; maintain knowledge of basic concepts and techniques.
Ability to prepare and deliver presentations before public and private audiences.
Ability to perceive quality of work, read material, and review documents; receive instructions and hear inquiries from guests, clients, or staff.
Problem solving, preferably in a hospitality-focused or customer service environment
Flawless professional attendance and work ethic
High School Diploma or General Education Degree required.
Must be able to obtain and maintain the necessary license as mandated by the Maryland Lottery and Gaming Control Agency.

Responsibilities

Handle daily operating tasks of data entry, records management, and reporting.
Responding to or assigning large quantities of guest issues/questions via InMoment within defined due dates.
Performing problem resolution including service recovery via customer interaction (e.g. letters, phone calls, email)
Using discretionary decision making and independent judgment in determining resolution through free slot play, table play, meals, or other methods when applicable (G2 or G)
Communicating information related to the Live! Rewards Program such as offers, Comps (redemption/earnings), Tier benefits, Live! Rewards Partners and much more.
Documenting and solving Tier-level customer inquiries in a professional and timely manner.
Tracking and communicating various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers.
Handles the distribution of customer feedback to appropriate properties and departments.
Report on Service Scores on a weekly basis to operational leaders.
Track quarterly scores to recommend quarterly baselines to GM.
Prepares and reports out on our monthly Secret Shops.
Maintain the strictest confidentiality on all matters relating to Operations and personnel related matters.
Works with department's budget and financial data and is responsible for ordering supplies and managing Guest Experience inventory.
Acting as a role model (upbeat and positive) and presenting oneself as an asset to Live! Casino Hotel and encourage others to do the same.
Performs special projects and other tasks when requested.
Has a working knowledge of all Live! Casino & Hotel Maryland operations.
Completing all tasks assigned by the Director of Guest Experience

Benefits

Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents.
Free Basic Life Insurance
Free Short Term & Long-Term Disability
Generous retirement savings options
Paid Time Off
Tuition Reimbursement
On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
Training and pathways for career growth
Robust Rewards & Recognition Programs
Annual Merit Based Pay Increases
Discretionary Performance Bonuses
Discretionary Service Bonuses
Free parking
Free food and discounted meals
Live! Hotel, Food & Beverage, and Entertainment Discounts