What are the responsibilities and job description for the Guest Experience Specialist - Philadelphia position at Live! Casino & Hotel Philadelphia?
Why We Need Your Talents
At Live! we pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand. The Guest Experience Specialist responds to, documents and resolves guest experience issues.
Where You'll Make an Impact
At Live! we pride ourselves in our exceptional people. Our Team Members are the foundation of our success and truly the most valuable part of the Live! brand. The Guest Experience Specialist responds to, documents and resolves guest experience issues.
Where You'll Make an Impact
- Responding to or assigning large quantities of guest issues/questions via InMoment within defined due dates.
- Performing problem resolution including service recovery via customer interaction (e.g. letters, phone calls, email). Using discretionary decision making and independent judgment in determining resolution through free slot play, table play, meals, or other methods when applicable.
- Communicating information related to the Live! Rewards Program such as offers, Comps (redemption/earnings), Tier benefits, Live! Rewards Partners and much more.
- Documenting and solving Tier-level customer inquiries in a professional and timely manner.
- Tracking and communicating various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers.
- Handles the distribution of customer feedback to appropriate properties and departments.
- Report on Service Scores on a weekly basis to operational leaders.
- Track quarterly scores to recommend quarterly baselines to GM.
- Prepares and reports out on our monthly Secret Shops.
- Acting as a role model (upbeat and positive) and presenting oneself as an asset to Live! Casino Hotel and encourage others to do the same.
- Performs special projects and other tasks when requested.
- Has a working knowledge of all Live! Casino & Hotel Philadelphia operations.
- Completing all tasks assigned by the leadership.
- Acting as a role model (upbeat and positive) and presenting oneself as an asset to Live! Casino Hotel and encourage others to do the same.
- Performs special projects and other tasks when requested.
- Has a working knowledge of all Live! Casino & Hotel Philadelphia operations.
- Completing all tasks assigned by the leadership.
- Full knowledge and understanding of the Live! Rewards Program.
- Proficient in Microsoft Office, ability to type 50 WPM.
- Excellent grammar, spelling and writing skills.
- Positive, solutions-oriented, extremely helpful, ability to remain calm in difficult situations.
- Ability to multitask in a fast-paced environment being extremely organized.
- Problem solving, preferably in a hospitality-focused or customer service environment.
- Flawless professional attendance and work ethic.
- Must have the ability to secure and maintain licensure as required by any applicable regulatory entity as may be required to perform assigned duties, or as required by Live’s operating standards including but not limited to the Pennsylvania Gaming Control Board.