Overview: The incumbent in this position ensures the Hard Rock Sacramento’s guest service commitment and the delivery of positive guest experiences by monitoring the consistency of and adherence to its “Rockin Service” standards at all levels of the property. Responsibilities: ESSENTIAL FUNCTIONS: (These functions are inteded as a general illuatriation of the work performed in this job classification and are not all inclusive for this position) - Creates an atmosphere that induces guests to make Hard Rock Sacramento at Fire Mountain their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service. - Reviews, analyzes, communicates, directs and facilitates service delivery and recovery efforts with positive resolutions generated by guest experiences and feedback. - Coordinates with all levels of management to communicate and monitor guest service experiences and feedback for objective decision making, problem resolution, service recovery and continuous service improvement for all departments. - Reviews and responds to guest feedback that comes to the property through Market Metrix surveys, Secret Shopper reports, social media, letters, email and phone calls. Addresses issues with the guests and provides feedback to department leadership as needed. - Participates and conducts service training with the Learning & Development Manager for the property overall as well as in specific departments as needed. - Manages reporting tools that provide guest service feedback and works with the Learning and Development Manager to communicate and post results for the property. - Partners with department leaders to initiate guest service recovery actions and develop property reporting process and improvement mechanisms to enhance guest experiences. - Communicates improvement ideas and suggestions for continuous guest experience and services. - Maintains database of all guest communication and follow-up by each business unit. - Attend and participate in off property functions and events as assigned. - Attend and participate in meetings, completing follow-up as assigned. - Perform work regularly and predictably. - Other duties as assigned. Qualifications: EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis Must possess excellent interpersonal, verbal and written communication skills, positive presentation skills and have the ability to present information and data with all levels of the organization. - Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations. - Must successfully pass background check. - Must successfully pass drug screening. - Must be twenty-one (21) years of age. KNOWLEDGE OF: - Understanding of and experience in the property’s regional gaming market. - Gaming marketing functions including, but not limited to data base, advertising and branding. - Procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint. - Pertinent federal, state, and local laws, codes, and regulations. ABILITY TO: - Deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience. - Routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals. - Present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance. - Communicate clearly and concisely, both orally and in writing. - Participate in the development and administration of goals, objectives, and procedures. - Operate various types of office equipment. - Establish and maintain effective working relationships with those contacted in the course of work. - Be flexible to work varying shifts and time schedules as needed. - This position spends time on the Rocksino floor, and is subject to varying levels of crowds and noise, and the severity of which depends upon guest volume. Additional Details: