Director of Guest Experience

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The Opportunity: The Director of Guest Experience provides functional business expertise and strategic perspective to identify, evaluate, develop, and drive Guest improvement strategies to create an extraordinary Guest experience. This person oversees property-level service improvement initiatives for Grand Casino, and is responsible for the research, reporting, development, and facilitation of programs related to service enhancement. The Director of Guest Experience acts as a strategic partner to the property operational executives, proactively assessing needs, and assisting departments with developing customized solutions. All duties are to be performed in accordance with department and property policies, practices, and procedures. What You Get to Do • Manage and reduce Guest complaints by analyzing data to find root cause and taking action by managing process and system implementation for tracking complaints and providing effective resolution. • Continually examine existing opportunities and create new strategies to enhance and enrich the Guest experience through analysis of Guest feedback and other established metrics. Provide support, training and guidance to executive team and department heads to minimize and/or eliminate Guest issues through effective root cause analysis and problem resolution, enabling best practice sharing. • Identify opportunities and creates strategic recommendations for continuous process improvements, increased efficiencies, and cost savings. • Oversee Guest relations for all Guest-facing departments in accordance with property service standards. • Measure, analyze and report Guest service satisfaction performance metrics from InfoSearch, TripAdvisor, social media, any Company Observation Tool, and internal inspections. • Provide insights on key service trends and gaps to the property executive leaders, while transitioning ownership of service improvement processes to operation leaders. • Partner with operating departments, regularly reviewing, and analyzing data to generate action plans to address service deficiencies/goals in the areas of process improvement, training, and Associate performance management. • Collaborate with property heads in evaluating progress of specific service improvements as identified in their action plans and support in service training needs as needed. • Serve as the subject matter expert on quality improvement tools and techniques in anticipation of changing Guest needs within the dynamic hospitality/gaming environment. • Define policies, procedures, and best practices to advance the quality of Guest service practices within the organization. • Collaborate with Guest Service/VIP Services departments to understand Guest trends and Guest recovery opportunities. • Listens to Guests’ concerns and takes initiative to resolve matters in a timely manner. • Anticipates and addresses Guest service needs, responding to cues and creating connections. • Conducts Customer Journey audits to identify opportunities for growth. • Will step in to support or assist team in performing Guest service functions as needed to ensure high level of Guest service for operations. • Partner with Talent Effectiveness to analyze existing and/or develop new training designed to improve Guest satisfaction • Support Guest service communication through various channels in a professional and timely manner, achieving positive Guest recovery resolution. Partner with Talent Services/Marketing to ensure property's needs for service communications are met. • Support and mentor department leaders to enhance their capabilities in the areas of systems thinking and service improvement. • Monitor Associate management process to ensure Grand Casino is creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and Associate satisfaction. • Perform other job-related duties as requested. What We Look for in a Person • Serves and develops others by building relationships. Exceptional Interpersonal skills to enhance standards throughout the operation. • Fosters an inclusive workplace where inclusion and individual differences are valued. • Collaborates across boundaries to achieve common goals. Effectively expresses ideas, verbally and non-verbally, practices active listening to individuals and groups, and prepares clear and concise presentations or other forms of written communication to meet audience needs. • Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate. • Sets direction and influences others to translate vision into action. Demonstrates a concern for detail for all tasks. • Demonstrates drive for continued personal and professional growth. What We Offer You • We have a fun, energetic personality and are adventurous, creative, and open minded. • We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty) • Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization. • We are a career accelerant, which means developing our Associates is one of our main priorities. • We provide a space for Associates and others to bring who they are to work and impart a sense of purpose. • A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts. What Qualifies You • Bachelor’s Degree in Business Administration, equivalent education, OR five years Guest service management experience, to include: • At least three (3) years leading quality improvement initiatives. • Flexible schedule with ability to work weekends, evenings and early mornings shifts and events. • Strong influential leadership, solution-driven thinking, solid analytical and project management skills. • Solid working knowledge of Microsoft Excel. • Knowledge of Customer Satisfaction Survey Tools and Resources. • Understanding of NPS and eNPS • Must be able to secure license from Gaming Regulatory Authority (GRA). • Responsible for following all relevant Detailed Gaming Regulations (DGR’s). • Mille Lacs Band Member and American Indian preference will be exercised in the hiring process. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!