Guest Recovery Specialist

San Manuel Band of Mission Indians•Highland, CA

1d•Hybrid

About The Position

Under the Manager, Guest Recovery, the Guest Recovery Specialist holds responsibility for the guest experience through the response to guest feedback provided through all feedback avenues. Analyzes the feedback, delivers a guest-focused recovery, and proactively creates service solutions that align with Yaamava’ Resort & Casino guest service expectations. Plays a critical role by leveraging the resources provided by the Customer Experience (CX) department to identify trends in service gaps that potentially impact the guest loyalty and crafting the outgoing voice of Yaamava’.

Requirements

Associate’s Degree in Business Administration or a related field is required.
Minimum two (2) years of experience within casino operations, customer experience, or hospitality industry required.
Must have the ability to communicate verbally across all levels of the organization.
Must have ability to multitask.
Must have good presentation skills.
Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.
Experience with development, assessment or review of quality assurance policies, procedures, processes and internal controls required.
Knowledge of the development, assessment or instructional delivery of quality assurance training.
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
A valid driver's license and vehicle insurance with minimum liability limits is required.

Nice To Haves

Bachelor’s degree in Business Administration or a related field is preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

Responsibilities

Is responsible for receiving, analyzing, and responding to all guest feedback provided through surveys, social media, online reviews, phone, and in-person concerns. Delivers a positive, consistent response that meets recovery‑SLA standards, reflects Yaamava’ Resort & Casino’s mission and vision, and represents the brand’s voice across social media platforms. Ensures all pertinent information regarding guest feedback is communicated clearly, concisely, and timely to the Guest Recovery Manager.
Resolves guest complaints and concerns promptly and proactively provide creative solutions by utilizing the gaming application Synkros, available restaurant and hotel experience applications to evaluate the guest’s value and determine the proper compensation to issue to the guest. Organizes and issues compensation for the guest to ensure a next-level guest experience. Follows up with the guest after recovery effort to evaluate the experience and solicit new feedback from the guest.
Collects data from numerous social media websites and analyzes data to identify trends and root causes of common guest experience opportunities across different personas and demographics. Identifies continuous improvement opportunities that optimize the guest experience and provides data-driven solutions for service opportunities. Creates departmental action plans and delivers regular progress reports to stakeholders as an extension of Customer Experience leadership.
Collaborates interdepartmentally to obtain and maintain an accurate understanding of each department’s operational and guest service expectations, objectives, strategies, and operational plans pertaining to the guest experience. Utilizes this understanding to identify service opportunities within the guest journey and recommend service solutions to align with Yaamava’ Resort & Casino service standards.
Performs other duties as assigned to support the eﬃcient operation of the department.