Job Description Summary

The Guest Experience Coordinator collaborates with all hotel departments as part of the Guest Experience team. An ideal candidate will proficiently handle guest communication across various platforms while meticulously monitoring, evaluating, and presenting guest input to outlets/departments at Agua Caliente properties.

Essential Duties and Responsibilities (other duties may be assigned)

• Responsible for the maintenance of daily feedback tracking, drafting responses, and responding to post-stay guest surveys.
• Coordinating with leaders at all properties to provide feedback from Medallia to ensure a seamless guest experience
• Understand and be well-versed in the resort, hotel features, and services, including all outlets, hours of operation, activities, and events available to guests.
• Responsible for providing support and feedback to the executive team.
• Ensures work is completed in a timely manner; is able to meet deadlines and established goals.
• Responsible for the collection, coordination, and resolution of all guest correspondence.
• Responsible for the input and monitoring of all reported guest feedback through Medallia.
• Responsible for participating in weekly meetings with the department.
• Maintaining the Agua Caliente Casinos standards of service to guests and coworkers at all times.
• Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact, and diplomacy. Responsible for addressing guest issues.
• Knowledgeable with the Forbes Travel Guide standards. Assist in compiling data to be distributed monthly to the department heads.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

None

Required Education and/or Experience

• Requires proficiency in Microsoft Office, specifically Outlook, Word, Excel & PowerPoint. Must be able to communicate English with guests, management, and other associates to their understanding. Additional foreign language is a plus.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues, maintaining a positive attitude.
• Must possess outstanding organizational, interpersonal, and administrative skills and excellent attention to detail.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues, maintaining a positive attitude.
• High school diploma or G.E.D.
• Must possess excellent communication skills, both verbal and written.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move, and work throughout the office area and properties, including walking up to 1 miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift.

Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate but will escalate when located in the casino environment. Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to a computer keyboard, calculator, general office equipment and multi-line telephone.