Director of Guest Experience

DIRECTOR OF GUEST EXPERIENCE

Job Description & Core Responsibilities

Department: Guest Experience

Reports To: General Manager

FLSA Status: Exempt

Pay Grade: 10

Gaming Class: Compact/Gaming

Application Deadline: October 14, 2024

Position Summary:

The Director of Guest Experience at Fortune Bay Resort Casino is key to enhancing guest satisfaction throughout the property. We're looking for a strategic thinker to identify, evaluate, and implement service improvements. This role involves working with various departments to develop custom solutions that drive efficiency and exceptional service culture. Responsibilities include overseeing promotions, players club, and player development departments. Additionally, the role includes administrative tasks such as developing policies, hiring, and training staff. We want a candidate who is innovative, collaborative, and dedicated to creating unforgettable experiences for our guests.

Core Duties and Responsibilities:

The Director of Guest Experience is responsible for the following duties:

Strategic Leadership

• Oversee day-to-day operations by providing personnel with quality leadership, direction, and motivation.
• Issue written and oral instructions, assign duties and assignments, and examine work for quality, exactness, neatness, and conformance to policies, procedures, or standards.
• Service Improvement Initiatives: Oversee property-level service improvement initiatives, ensuring all team members provide meaningful and personalized guest experiences.
• Guest Complaint Analysis: Analyze guest complaints and lead the planning process to resolve or prevent them.
• System Implementation: Identify and implement systems, technologies, and processes to assist departments in improving service delivery.

Departmental Collaboration

• Partnering with Departments: Collaborate with department leaders to identify needs regarding customer service and create effective solutions. Sometimes, you will also work with the Training Manager to achieve these goals.
• Action Plan Development: Regularly review and analyze guest service data with departments, generating action plans to address service deficiencies. Collaboration with BFDC Marketing to achieve these goals is imperative to the success of action planning.
• Event Oversight: Oversee and ensure effective control of events such as concerts, car shows, and casino promotions emphasizing guest experience.
• Work cooperatively with all revenue departments to develop promotions, entertainment, and events.
• Collaborate with BFDC marketing on all advertising, branding, and any other marketing functions.

Guest Relations

• Complaint Resolution: Prioritize guest satisfaction by handling issues quickly and effectively. Your quick response will show our commitment to exceptional service and ensure happy, loyal guests.

Training and Development

• Team Member Training: Provide leadership, training, and guidance on guest service initiatives, enabling best practices.

Administrative Duties

• Platform Operation: As the Director of Guest Experience, it will be your responsibility to serve as an operator for systems such as OASIS, Passport Technology, etc. In addition, you will be responsible for the oversight of department managers who are also operators.
• Policy Establishment: Review and update company policies, procedures, and best practices for guest service within your respective departments.
• Hiring and Training: Responsible for hiring, training, and overseeing direct reports.
• Stay attuned to the national, state, and local economies for economic trends that may impact business levels.
• Develop and implement a budget for the assigned departments for long-range cost effectiveness and accountability.

Competencies:

• Meets the company's guest service standards.
• Demonstrates teamwork/gets along well with co-workers.
• Is reliable and dependable.
• Demonstrates strong communication skills.
• Follows company and departmental policies and procedures.
• Demonstrates a positive attitude.
• Responds well to constructive criticism.
• Demonstrates expertise in his/her field.
• Demonstrates competence in fulfilling the duties outlined in his/her job description.
• Demonstrates a willingness to learn and accept new challenges.
• Projects a professional image.
• Demonstrates a high level of integrity.
• Holds him/her staff accountable.
• Fosters a healthy work environment in his/her department.
• Demonstrates effective problem-solving skills.
• Effectively executes plans and follows through on commitments.
• Demonstrates self-awareness.
• Demonstrates emotional intelligence.

Qualifications - Education and Experience:

Minimum Qualifications:

• Bachelor's degree in hospitality, business management, Communications, or related field and/or 5+ years in a customer service or guest experience leadership role, preferably within the gaming industry.
• In-depth knowledge of loyalty programs, including membership growth and retention strategies.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent written and verbal communication skills.
• Ability to lead and motivate a diverse team.
• Strong organizational and project management skills
• Proficiency in Microsoft Office and CRM software

Preferred Qualifications:

• Master's degree in hospitality, business management, Communications, or related field and/or 10+ years in a customer service or guest experience leadership role, preferably within the gaming industry.
• Proficiency in using Oasis player tracking system for managing and analyzing player data.
• Experience in deploying and utilizing Passport Technology promotional kiosks.
• Demonstrated ability in player development, focusing on enhancing player loyalty and lifetime value.
• Experience in creating and executing direct mail campaigns to engage and attract casino patrons.
• Experience in planning, coordinating, and executing successful casino events and promotions.

Work Environment:

The work environment is fast-paced and requires overall good mental and physical health.

Physical Demands:

Job-specific abilities and requirements include:

Ability to stand, and/or sit, and/or walk extended periods of time.
Ability to lift up to 50 pounds.
Ability to endure harsh weather conditions.
Ability to perform repetitive motion from use of a computer.
20/20 vision with or without corrective lenses.

Preference:

It is the policy of the Bois Forte Band, pursuant to tribal and federal law, to give preference to qualified Native Americans in hiring, promotion, and departmental transfers. Preference will be extended to members of the Bois Forte Band, members of other federally recognized tribes and to status Natives born in Canada.

Confidentiality:

Employees shall not, at any time or in any manner, outside the course of performing his/her duties, either directly or indirectly, disclose or communicate to any person, firm or corporation in any manner whatsoever, any information concerning matters affecting or relating to the business of Fortune Bay Resort Casino. This includes, but is not limited to, confidential personnel and customer information, company or department operations and plans, financial data, procedures and processes, or other information without regard to the matters being deemed confidential, material or important.

Ethics Code:

I understand that I must comply with the Bois Forte Code of Ethics and will not offer, solicit or otherwise enter into any agreement or transaction for personal benefit with any vendor or potential vendor. I acknowledge and understand that there can be no real or perceived conflict of interest between myself and vendors or potential vendors and that my actions are reflections of my responsibility to uphold the integrity of gaming and employment with the Bois Forte Reservation Tribal Council and Fortune Bay Resort Casino.

Acknowledgment

I have reviewed the content of this job description and have been provided a copy of the description. I certify that I am able to perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.

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