Guest Recovery Specialist

Guest Recovery Specialist

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'.

Essential Duties And Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. Performs other duties as assigned to support the efficient operation of the department.

Education, Experience And Qualifications

• Associate's Degree in Business Administration or a related field is required.

• Bachelor's degree in Business Administration or a related field is preferred.

• Minimum two (2) years of experience within casino operations, customer experience, or hospitality industry required.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

Knowledge, Skills And Abilities (Ksa)

• 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.

Licenses, Certifications And Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

• Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

Physical Requirements/ Working Conditions – Environment

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!