Job Description

Essential Job Functions:

• Serve as an expert in our customer experience survey software. Duties include, but are not limited to, training new users, creating new accounts, assigning, and following up with customer issues.

• Maintain productive relationships with our corporate Service partners, as well as Service leaders at other properties, and leverage shared best practices.

• Oversee service recovery utilization, collaborating with operators on areas of opportunity.

• Analyze weekly service reports and provide the property, and specific departments as needed, with performance summaries.

• Identify service improvement and breakdown prevention opportunities through analyzing our survey score data and guest verbatims, to elevate the guest’s service experience.

• Develop and deploy processes, standards, strategies, initiatives, and direction that will elevate the guest’s service experience.

• Coordinate and oversee projects related to the guest’s service experience.

• Oversee social travel site reviews. Oversee the follow up to any review requiring action on all other social sites, Facebook, Twitter, Instagram, etc.

• Oversee our Everyone Greets Everyone (EGE) standard operating procedures.

• Oversee our Family Service Standards operating policies and procedures.

• Collaborate with Talent Development leaders on the evolution of guest service/experience onboarding and training.

• Conduct weekly resort walk-throughs auditing against our Family Service Standards.

• Ensure Total Return credits are uploaded for team members named in positive guest verbatims.

• Attend department buzz sessions and work with leaders on opportunities to elevate guest experience.

• Represent our property on all Guest Service-related conference calls and meetings.

Harrah’s reserves the right to make changes to this job description whenever necessary. It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, or marital status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Preference is given to qualified Iowa tribal members and members of other federally recognized tribes.

Physical, Mental & Environmental Demands:

• Must be able to work inside and continuously maneuver around office area and throughout the hotel/casino property.
• Must be able to bend, crouch, kneel, twist, lift and work at a desk when performing secretarial functions.
• Responds to visual and aural cues.
• Must be able to read, write, speak, and understand English.
• Must be able to operate a computer, telephone, and calculator, photocopy machine, fax machine, scanner, and other equipment as necessary.
• Must be able to type, write and read various reports.
• When on casino floor, must be able to tolerate areas containing secondhand smoke, high noise levels, and bright lights.

Qualifications

• High school diploma or equivalent required.
• Strong communication skills.
• Ability to remain calm and professional in fact-paced environments.
• Strong organizational skills and attention to detail.
• Proficient in Microsoft Office and other business software applications.
• Must be comfortable with public speaking.
• Strategic thinker skilled in planning and conceptualizing.
• Ability to effectively oversee time and stay focused in a fast paced, high-volume environment.
• Demonstrate strong analytical thinking, sound judgment and the ability to make effective decisions while balancing guest satisfaction and business needs.
• Must have fun, be upbeat, and positive attitude.
• Flexible schedule, including evenings, weekends. And holidays as needed.
• Strong problem solving and conflict resolution abilities.
• Experienced in handling guest escalations, resolving conflicts, and conducting challenging conversations with professionalism and empathy.
• Able to demonstrate the ability to communicate effectively with upset guests, resolve issues, and restore the guest experience.