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Guest Experience Specialist

Company: Sky River Casino
Location: Elk Grove
Posted on: August 6, 2022

Job Description:

Job Description JOB DESCRIPTION JOB TITLE: Guest Experience Specialist JOB CODE: 203310 EEO CLASS: 5 SALARY GRADE: DEPARTMENT: Guest Care REPORTS TO: Guest Experience Manager SUPERVISORY RESPONSIBILITY: N/A DIRECT REPORTS: N/A SUMMARY DESCRIPTION: Purpose and function of job. 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. ESSENTIAL JOB FUNCTIONS/DUTIES: List duties in order of time spent or importance. Essential duties and tasks that must be performed with or without reasonable accommodation. 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 JOB SPECIFICATIONS: Education, experience, skills required, equipment used. 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 CERTIFICATION REQUIREMENTS: Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No Gaming License Required? TBD Other Certifications? N/A Note: This list of duties and responsibilities is not intended to be all-inclusive. It may be expanded to include other duties and responsibilities that management may deem necessary from time to time. The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce. PHYSICAL REQUIREMENTS ASSESSMENT Rating Scale 0 --- Not Applicable to This Position 1 --- Normal: Conditions Similar to Everyday Life 2 --- Above Average: Beyond Normal Levels 3 --- Extreme: Extraordinary Levels Critical Job Elements: For the questions that follow, use the rating scale above to describe the job. WORK ENVIRONMENT: 2 Accessibility of all worksites required for the position 1 Exposure to weather and temperature extremes 1 Exposure to darkness 1 Exposure to cramped spaces 1 Exposure to loud noises 1 Exposure to chemicals and fumes 1 Exposure to dust 1 Exposure to heights 1 Exposure to work safety hazards 2 Exposure to secondhand smoke 1 Amount of overtime/extended work hours required PHYSICAL EFFORT: 1 Physical mobility: movement from place to place on the job, considering distance and speed 1 Physical agility: ability to maneuver body while in place 1 Ability to lift up to 15 lbs 2 Physical strength to handle routine office materials and tools 1 Dexterity of hands and fingers 1 Dexterity of feet 1 Physical balance: ability to maintain balance and physical control 1 Coordination: including eye/hand, hand/foot, etc. 1 Endurance: prolonged physical activity with limited opportunity to rest MENTAL EFFORT: 2 Concentration/intensity: prolonged mental effort with limited opportunity for breaks 2 Memory, considering the amount and type of information 2 Complexity of decision making 2 Time pressure of decision making 2 Analytical thinking 2 Conceptual thinking 2 Ability to compute math calculations COMMUNICATION : 2 Fluency in English 1 Fluency in another language preferred 2 Verbal communication 2 Written communication 2 Non-verbal communication SENSORY ABILITIES : 1 Ability to see 1 Ability to distinguish colors 1 Ability to hear 1 Ability to smell 1 Ability to taste 1 Sense of touch

Keywords: Sky River Casino, Elk Grove , Guest Experience Specialist, Other , Elk Grove, California

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