Guest Satisfaction Specialist
Position Summary
The Guest Satisfaction Specialist will report to the Director of Guest Satisfaction, supporting guest experience initiatives, guest interactions, data tracking, and service recovery activities. This position champions brand Hard Rock's Mission, Mottos, and Values, requiring strong skills in communication, collaboration, influencing, and problem-solving. Successful candidates should have knowledge or experience in casino gaming, quick service, casual dining, elevated dining experiences, hotel front office operations, resort amenity offerings, and/or hospitality operations with proven success in guest-facing roles. This role requires expertise in MS 365 applications, including Outlook, Excel, Word, and PowerPoint. Learning new technology systems and the ability to craft written and verbal scripts at an executive communication level is required. Some evenings, weekends, and holidays may be required to support a 24/7 operation. Candidates must be comfortable in potentially fast-paced, high-stress interactions and a competitive approach to achieving business results.
Essential Functions
- Contributes to an atmosphere that champions hospitality and guest experience leadership for Hard Rock Casino Tejon.
- Models Mission, Mottos, and Values that exemplify a Hard Rock Casino Tejon Band Member.
- Serves as the primary point of contact for guest compliments, concerns, service opportunities, and service-related inquiries for all property operating areas.
- Monitors and responds to GX 360 (Qualtrics) guest survey data and satisfaction results, online reputation reviews, and Hard Rock International Customer Care direct email inquiries.
- Executes guest service recovery efforts that resolve and restore guest perception, confidence, and satisfaction.
- Documents, tracks, and maintains accurate records related to guest interactions, platforms, and follow up activities - including resolutions and recovery activities.
- Collaborates horizontally and vertically among peers and property leaders to support business process improvements, results, and overall guest satisfaction scores.
- Promotes the Guest Satisfaction Initiative by participating in Hard Rock Casino Tejon Culture Club, Women in Leadership, Team Member Events, and Community Engagements (where applicable).
Education and Experience Requirements
- Hospitality certificate program, associate degree, or bachelor's degree preferred for this role.
- Guest facing, guest interaction, or supervision of a team that services guest-facing activities for a hospitality business for at least three years.
Additional Requirements
- Must obtain and maintain valid gaming license issued by the Tejon Gaming Commission.
- Must successfully pass background check.
- Must be at least twenty-one (21) years of age.
- Must have availability to work varying schedules, including evenings, weekends, and holidays (based on operational needs).
- Ability to use computers with the Microsoft 365 Business Product Platform without needing supervision or instruction (MS Word, MS Excel, MS PowerPoint, and MS Outlook).
- Ability to sit, walk, stand, be outdoors, and move through all areas of the property.
- Ability to learn, adapt, and master customer relationship management systems, also known as CRM.
- Daily exposure to casino-related environmental factors including, but not limited to, secondhand smoke and excessive noise.