Guest Experience Supervisor ( Full Time) (34513)
Agua Caliente Casinos•Rancho Mirage, CA
23h•Onsite
About The Position
The Guest Experience Supervisor collaborates closely with the Guest Experience team to monitor all guest surveys, respond promptly, and prepare monthly reports. They also assist in coordinating and facilitating department-specific, tailored training sessions and quality assessments to ensure staff consistently uphold the highest standards of our ACE values, create consistency across all Agua Caliente properties and venues, and enhance guest experiences.
Requirements
- At least three years of experience working in a luxury brand hotel, resort, or casino
- Ability to work in a team, reliability, and flexibility
- Strong written communication skills and highly organized
- Comfortable public speaking
- Ability to follow Agua Caliente ACE cultural values, core standards, and policies
Responsibilities
- Assist management in coordinating and executing daily trainings, meetings, and tasks
- Respond professionally to guest surveys and share comments with other departments for awareness, opportunities for growth, and future training planning
- Analyze, evaluate, and compile analytics for monthly departmental guest survey scores to display across multiple properties
- Compile monthly team member mentions from the guest survey systems for recognition and celebration
- Prepare for a variety of departmental trainings by planning, developing training agendas, organizing materials, and completing all post-training paperwork based on the department's needs
- Develop team members through ongoing training, orientations, continuous feedback, and conducting quality assessment reviews
- Participate in the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure a competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment
- Assist with facilitating ACE Academy weekly sessions. This includes public speaking, preparing all supplies and materials, setting up and breaking down, and assisting during each class
- Must comply with all applicable Agua Caliente Casinos internal controls, standard operating procedures, and all Tribal regulations
- Access to Sensitive Areas and Information As per the ACGC Access Matrix
- Signatory Ability HR Related Forms
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
