Guest Experience Specialist bei Muckleshoot Casino Resort

WHAT YOU’LL DO

• Be among one of the first points of contact for guest feedback; ensure prompt, professional, and genuine service responses to all interactions.
• Monitor, delegate, and respond to Qualtrics survey feedback, guest emails, phone calls, and on-site comments, both positive and unfavorable in nature.
• Document guest concerns and follow up on resolution, escalating complex issues to the Guest Experience Manager when needed.
• Support the Guest Experience Manager with guest satisfaction reporting, trend analysis, and recommendations.
•  Collaborate in developing, presenting, and maintaining guest service and recovery standards, tools, and resources across the Casino Resort.
• Coach managers and team members on guest service standards, providing real-time guidance and fostering professional development.
• Collects and applies feedback from guests and staff, creates training materials, implements improvements, and supports continuous learning initiatives.
• Partner with the Guest Experience Manager and Human Resources to coordinate, develop and present guest service training programs and initiatives. Track and organize guest service data to help drive team member recognition programs and performance reporting.
• Engagement with guests and team members through on-the-floor observation and visibility, particularly during peak hours and events, ensuring memorable, seamless guest experiences.
• Assist with planning and execution of guest service events and community engagement activities on and off-site. Maintain strong knowledge of Casino Resort amenities, promotions, and services to assist guests and team members effectively.
• Promote positive team member relations and escalate concerns when necessary.
• Other duties as assigned.

WHAT YOU’LL BRING

• High school diploma or equivalent required; AA degree in Hospitality, Business, or related field preferred.
• Minimum of two (2) years of experience in dedicated guest service role(s), including applying service recovery standards, within hospitality or other customer-facing roles; prior experience in a casino or resort setting is preferred.
• Proven ability to manage and resolve challenging guest concerns through written communication, phone interactions, and in-person engagement.
• Experience with VoC platforms and additional survey/feedback tools is highly preferred.

HOW YOU’LL BE SUCCESSFUL

• Strong interpersonal and communication skills with a genuine passion for analyzing and delivering elevated guest satisfaction.
• Ability to multitask, follow up, and resolve issues in a timely manner.
• Working knowledge of third-party systems, spreadsheets, data tracking, or reporting tools.
• Ability to always maintain a professional appearance and demeanor and to model the behavior asked of our team members in relation to guest service.
• Strong commitment to creating and maintaining a guest-focused culture, leading by example.
• Ability to anticipate guest needs and deliver personalized, genuine, high-quality service.
• Proven ability to lead teams and projects, with a focus on strategic planning and execution. A sense of ownership and pride in the work you contribute.
• Strong decision-making skills and a heightened sense of judgment with the ability to drive results in a dynamic environment.
• Assist in data analysis & reporting, and the ability to translate insights into actionable strategies.
• Excellent communication skills, both verbal and written, with the ability to influence and collaborate across departments and to represent the voice of MCR to our guests.
• Embraces speaking to new people, groups, presenting, and being an ambassador within MCR and beyond in community.
• Strong interpersonal skills with the ability to build positive relationships with guests, team members, and external partners while being comfortable navigating less than positive interactions and feedback.
• Adaptable to changing conditions and able to manage multiple priorities in a fast-paced environment.
• Ability to work under pressure, maintain regular attendance, and handle various physical demands associated with a dynamic casino environment.