Guest Experience Coordinator
Location
Atlantic City, NJ | United States
Job description
About the Role
The Guest Experience Coordinator is responsible for responding to all guest correspondence in a positive, professional, and timely manner and will be responsible for the coordination of all Guest Experience inquiries and tasks.
Position Responsibilities
- Represents the company’s position on guest service and builds guest loyalty through positive and professional interactions.
- Responds to all guest feedback via email, phone, surveys, social media, and travel review sites in a positive, professional, and timely manner.
- Responsible for appropriately issuing service recovery to help resolve and target guest service issues.
- Responsible for monitoring and tracking guest feedback via customer relationship management programs and establishes a system of resolution for service breakdowns.
- Responsible for sharing guest feedback and data with appropriate leadership teams to help cultivate property changes and improvements.
- Maintains familiarity with all Marketing, Food & Beverage, Hotel and Casino programs to appropriately address any guest inquiry.
- Acts as a service leader and role model championing property service programs.
- Other duties as assigned.
- Will report directly to the Guest Experience Manager.
Essential Functions .
- Must have effective, demonstrable computer skills, and understanding of telephone etiquette.
- Must be highly organized and detail oriented.
- Must possess outstanding communication and interpersonal skills.
- Must be able to effectively communicate with guests, team members, management, and executive leadership both verbally and in writing.
- Must be able to move throughout the casino & hotel areas.
- Must be able to remain in a seated position for an entire shift.
- Must be available during Guest Experience operating hours and high demand periods when needed.
- Exposure to casino-related environmental factors including but not limited to secondhand smoke, excessive noise, and stress related to servicing guests in a high pressure and fast-paced environment.
- Must be able to lift to 10 pounds.
Requirements
- Two (2) or more years of customer service/customer relationship experience required.
- Proficiency in Microsoft programs, including Outlook, Word, PowerPoint, and Excel.
- Experience with hotel management, player tracking, survey, and customer relationship management systems (Infor, IGT/Patron, Konami, Unifocus, CRM) preferred, but not required.
- Ability to effectively communicate in English.
- Casino-related experience a plus.
Benefits
- Free meal on shift
- Training & Development
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k,)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Free Parking
Job tags
Salary
