OpEx & Guest Experience Manager - Durant Casino

Choctaw Nation of Oklahoma•Durant, OK

16d•Onsite

About The Position

You will improve the guest experience across all departments at their assigned location(s). You will evaluate guest experiences, identify opportunities and improve collaboration with the department's leadership team. You will report to the Director of Guest Experience. Primary Tasks: You will communicate service vision within the organization and lead management and associate training related to the Choctaw guest experience culture. Analyze quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate important touch points in the guest's journey. Use to understand the interdependency of service components that improve the guest experience. Identify service challenges and opportunities at the department level. Collaborate with operators to create solutions and an improved guest experience. Collaborate with important leaders during the development of service process standards and measurements. Represent the customer's views during intra-property meetings about service, event planning and new product introductions. Conduct observations, direct experience measurements and informal guest intercepts to evaluate effectiveness of important service delivery systems. You will partner with areas to prepare for experiential delivery adjustments (e.g., employee scheduling, supplies, support teams, contingency plans) based on demand. Facilitate Guest Experience meetings with property management and line staff, motivating continuous improvement directed toward enhancing guest experiences. Communicate with the Commerce Guest Experience and Operational Excellence departments to dialogue and discuss guest experiences and continuous improvement efforts. Promote recognition of experiential moments through multiple media. Perform other responsibilities as may be assigned. About the Choctaw Nation The Choctaw Nation is the third-largest Indian nation in the United States, with over 200,000 tribal members and more than 11,000 employees. The first tribe over the Trail of Tears, historic boundaries are in the southeast corner of Oklahoma. The Choctaw Nation's vision, "Living out the Chahta Spirit of faith, family and culture," is evident as it continues to focus on providing opportunities for growth and prosperity.

Requirements

Bachelor’s degree preferred in health care, hospitality management, or a business-related field and three [3] years of leadership experience in the customer service or healthcare industry, OR seven [7] years of directly related experience in lieu of education.
Skills that contribute to the development of property improvements and sustainable enhancements to the guest experience
Leadership experience
Influential person with reasoning skills
Experience with improvement tools such as: Developmental Plans and problem solving

Responsibilities

Communicate service vision within the organization and lead management and associate training related to the Choctaw guest experience culture.
Analyze quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate important touch points in the guest's journey. Use to understand the interdependency of service components that improve the guest experience. Identify service challenges and opportunities at the department level. Collaborate with operators to create solutions and an improved guest experience.
Collaborate with important leaders during the development of service process standards and measurements.
Represent the customer's views during intra-property meetings about service, event planning and new product introductions.
Conduct observations, direct experience measurements and informal guest intercepts to evaluate effectiveness of important service delivery systems.
Partner with areas to prepare for experiential delivery adjustments (e.g., employee scheduling, supplies, support teams, contingency plans) based on demand.
Facilitate Guest Experience meetings with property management and line staff, motivating continuous improvement directed toward enhancing guest experiences.
Communicate with the Commerce Guest Experience and Operational Excellence departments to dialogue and discuss guest experiences and continuous improvement efforts.
Promote recognition of experiential moments through multiple media.
Perform other responsibilities as may be assigned.