Customer Experience Liaison
San Manuel Band of Mission Indians
Under the direction of the Casino Manager on Duty, the Customer Experience Liaison, will be responsible for enhancing the guest experience throughout the enterprise, ensuring service standards are maintained at an elevated best-in-class level. The incumbent will be assigned to a zone within the enterprise actively searching out service opportunities. Actively works with the Customer Experience divisions to improve overall company performance, reduce guest effort, and help to identify areas for service improvement. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Supports the enterprise in the quality of services provided for resort offerings, products, and the overall guest experience. Actively identifies guest service opportunities and ensures all gaming floor areas and equipment meet enterprise quality standards. Report and concerns observed and follow up for resolution. Track and assist TQ and Diamond guests to offer genuine hospitality and a more personalized service. Proactively addresses and resolves all guest feedback analytically with a best-in-class attitude. The objective is to have a one-touch resolution for guest appeasement to recover the guest experience. 2. Builds sustainable relationships through trust, and effective communication with the Managers on Duty as well as all other internal operations departments to coordinate the planning and implementation of projects 3. Supports and reinforces enterprise best-in-class standards and procedures designed to increase the overall guest experience. Maintaining expertise in standard operating guidelines to provide clear instructions and protocols for conducting tasks including but not limited to the end-of-shift summary and expectations and accountability. Assists Manager on Duty in fostering an energetic and positive working environment. 4. Actively participates in casino operations pre-shifts, training, and other activities with an ownership mindset, taking responsibility for dissemination of pertinent Customer Experience department news and information. Assists with enterprise-wide events as needed, including but not limited to hype events, training seminars, and presentations. 5. Develops skill sets by attending seminars and training sessions about new service ideas and concepts. Adapts to casino and hospitality industry innovations, operations, and enterprise policies and procedures. Training sessions can be held on- or off-site. 6. Performs other duties as assigned to support the efficient operation of the department. #J-18808-Ljbffr San Manuel Band of Mission Indians
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