Guest Experience Specialist

The Guest Experience Specialist (GES) represents an advancement beyond the Guest Care Representative role with more specialized tasks. The GES will handle fewer repetitive inbound phone calls which will be replaced with more complex tasks. The calls assigned to this team will often require offline research and when appropriate working with the guest to remediate a previous disappointment. Many of the tasks associated with this position are generated by other than a telephone call. Activities will include working with communications from social media, our website, surveys, letters and escalated calls from another team member or department etc.

• Answering inbound telephone calls where transactions could include pre, during or post visit feedback
• Research, investigate and respond to guest concerns heard through various channels including emails, letters, surveys, mystery shoppers, social media outlets, texts, etc.
• Extending the appropriate guest appeasement for service breakdowns or relationship recovery. Document, track and communicate resolution for each guest
• Serving as an escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast-paced environment
• Providing guests with a clear picture of Sky River Casino products and services; always leading the call without failing to listen to the voice of the guest
• Ensuring that commitments made to guest requests are met and confirmed within the guidelines established by management
• Serve as a liaison between the guest and another department maintaining the relationship with the guest until the guest's expectations are met
• Serving as a point of escalation for Guest Care Representatives in need of help with handling a difficult interaction
• Escalating difficult and complex situations as they arise
• Work with QA Specialist and Manager to build a comprehensive view of performance sharing feedback, hurdles, and recommendations for position enhancement
• Provide Manager with important observations culled from many guest interactions, offering suggestions to improve process, product, or service offerings
• Comply with all departmental and company policies including Sky River Casino business ethics guidelines
• Show a commitment to ensuring responsible gaming by discretely notifying appropriate management of concerns and observations
• Be willing and able to secure the required casino license. This includes cooperating in all appropriate background checks

• One (1) year or more of related experience in an inbound contact center
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Strong Business Writing skills. Ability to communicate in multiple channels always representing the company professionally
• Knowledge of social media and the role they play
• Knowledge of dining reservation systems, player tracking systems and survey systems (e.g., Open Table, QIC, Medallia) along with proficiency in basic Windows and MS Office packages are considered a plus
• Effective communication and interpersonal skills
• Experience handling complex guest calls in a competitive inbound environment, responding to social media posts and surveys and finding resolutions to challenging situations is considered a plus
• Ability to work independently and under direct supervision, while maintaining a high level of productivity
• Gaming License provided by Wilton Rancheria Gaming Commision