Guest Experience Coordinator $71,000-$80,000 Annual

Guest Experience Coordinator

The Guest Experience Coordinator serves as the operational hub for the Guest Experience Department, supporting the Director of Guest Experience in executing initiatives that enhance the end-to-end guest experience across the property. This role combines operational oversight of the Guest Services Desk with cross-functional coordination, project management, business support, and continuous improvement efforts that advance the department's strategic objectives.

Working collaboratively with Guest Experience leadership and partners throughout the organization, the Coordinator ensures departmental priorities, projects, and daily operations remain organized, on schedule, and aligned with business objectives. Serving as a central point of coordination for departmental communications, reporting, scheduling, budgeting, and project tracking, this position helps translate strategy into execution while supporting exceptional service delivery for both internal and external guests.

Success in this role requires exceptional organizational skills, sound judgment, attention to detail, professionalism, and the ability to effectively manage multiple priorities in a fast-paced environment while maintaining confidentiality and building collaborative relationships across departments.

Department Operations & Team Support

• Support the day-to-day operation of the Guest Services Desk by coordinating workflows, staffing coverage, and service delivery. Assist with scheduling, shift adjustments, work assignments, and other operational needs while providing guidance and support to Guest Services Leads and Representatives. Help maintain a well-organized, guest-ready environment, including oversight of departmental inventory, supplies, equipment, and workspaces.

Project Coordination & Cross-Functional Collaboration

• Coordinate departmental initiatives that enhance the guest experience across both physical and digital touchpoints. Partner with departments such as Marketing, Food & Beverage, IT, Facilities, Security, and other operational teams to facilitate communication, coordinate resources, and ensure projects remain on schedule. Develop and maintain project plans, timelines, action items, and follow-up, proactively identifying obstacles and helping drive initiatives through successful completion.
• Assist in the planning, coordination, implementation, and evaluation of guest-facing programs, promotions, amenities, technology enhancements, service initiatives, and other strategic projects that support the Guest Experience Department's objectives.

Business Operations & Administrative Support

• Provide operational support to the Director of Guest Experience through budget tracking, expense monitoring, purchasing, invoice reconciliation, and project expense management. Prepare reports, dashboards, presentations, executive summaries, and other business communications for departmental and executive leadership.
• Coordinate department meetings, maintain project documentation, calendars, standard operating procedures, and departmental records, ensuring action items and deliverables are tracked through completion. Maintain accurate guest profiles and departmental databases while safeguarding confidential guest, employee, operational, and financial information.

Guest Experience & Continuous Improvement

• Serve as a resource for guests and team members by maintaining comprehensive knowledge of property amenities, promotions, events, and the Player Rewards Program. Respond professionally to guest inquiries, concerns, and service recovery opportunities, facilitating timely resolution and appropriate escalation when needed.
• Compile and analyze guest feedback, operational metrics, and service trends to identify opportunities for continuous improvement. Support executive leadership, VIP guest experiences, special events, promotions, and other departmental initiatives as assigned while reinforcing the department's commitment to exceptional hospitality.
• Perform other duties and special projects as assigned in support of the Guest Experience Department.

Qualifications

Work Experience Required : Minimum of 35 years of progressively responsible experience in hospitality, guest services, operations, project coordination, or a related customer-focused environment. Experience supporting cross-functional initiatives, coordinating multiple priorities, and working in a fast-paced, service-driven organization is preferred.

Education : Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field preferred. Equivalent combination of education and relevant experience may be considered.

Knowledge Required : Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, and Teams) and project management tools such as Microsoft Project or Microsoft Planner. Strong organizational, analytical, and problem-solving skills with the ability to manage multiple priorities, prepare reports and presentations, communicate effectively, and maintain confidentiality in a fast-paced, guest-focused environment.

Other Requirements

• Must be able to speak, read, and understand English.
• Excellent verbal, written, and interpersonal communication skills.
• Must be able to lift up to 45 pounds and perform the physical requirements of the position.
• Demonstrates a positive, welcoming, professional, and guest-focused approach in all interactions.
• Proven reliability through consistent work performance, attendance, punctuality, and follow-through.
• Must be available to work a flexible schedule, including occasional evenings, weekends, and holidays, as business needs require.
• Must maintain a clean, well-groomed, and professional appearance consistent with departmental standards.
• Must possess or be able to obtain and maintain the appropriate Gaming License as required for the position.
• Demonstrates a genuine commitment to hospitality and a passion for serving guests and supporting fellow team members.

Scheduled Hours

Commerce Casino operates 24 hours, 7 days a week. Schedules may vary depending on business needs.