Guest Care Analyst

Company: Sky River Casino
Location: Elk Grove
Posted on: June 24, 2022

Job Description:

Job Description JOB DESCRIPTIONJOB TITLE: Guest Care AnalystJOB CODE: 203310EEO CLASS: 1.2SALARY GRADE: DEPARTMENT: Guest CareREPORTS TO: Director – Guest CareSUPERVISORY RESPONSIBILITY: Yes # DIRECT REPORTS: SUMMARY DESCRIPTION:Purpose and function of job. The Guest Service Analyst defines, develops, maintains, and monitors guest feedback collected from all available sources including surveys, contact center speech analytics, social media, mystery shops and focus groups. Through the collection & analysis of data, the Analyst will help provide recommendations to promote and execute continuous improvement to increase guest satisfaction levels and top/bottom line growth. While working closely with the Guest Services leadership team and Customer Care Director they may also work directly with customers helping to troubleshoot issues and resolve guest dissatisfaction. 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.

• Assist the Guest Services leadership team with strategic planning & execution as it pertains to managing guest survey data, responses to action items and acknowledgment of guest feedback
• Review guest satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produce monthly management reports. Included in these reports should be the ongoing analysis of service recovery, the effectiveness, and the return on investment
• Provide analysis across key performance indicators (Service, pricing, quality of product, entertainment value etc.) to key leaders in Sky River Casino
• Determine areas for focus and conducts analyses to understand the drivers of performance gaps
• Work closely with the Guest Care Director to determine agent skill assignments to meet forecasted demand for case management
• Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on-site observation, interviews, and process documentation
• Facilitate action planning sessions with Guest Care Operations or other stakeholders. Aid in developing recommendations involving operational changes that will improve results; assist in testing of new/revised processes
• Assist with the configuration and ongoing administration of data collection software applications and will facilitate the design, development, and execution of all reporting as it relates to guest feedback and mystery shops
• Identification and analysis of emerging guest sentiment trends (daily, weekly, and seasonal)
• Develop operational dash boarding for analysis of performance to goals
• Support relationship-building with peers in operations to understand current operational processes and identify gaps that may be contributing to lower key metric results; serves as an extension of the operational team; may document operational processes as input to improvement initiatives
• Work with the contact center leadership team to coordinate the advancement of staff through areas identified as opportunities for improvement
• Manages ad hoc data requests and analysis to drill into opportunities
• Analyze Guest Survey Meta Data (location, time of day, area, etc.) to provide micro and macro trends and how it affects profitability
• Leads the speech analytics system for all recordings within the contact center to data mine for opportunities with service/KBI
• Create and communicate the structure of your area – including goals, role clarification, expectations, financial planning, etc. – that increases the value of the company and increases the value of your role
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations JOB SPECIFICATIONS:Education, experience, skills required, equipment used.
  • Previous experience with analysis (2+ years) & bachelor's degree in hospitality/analysis or another similar program
  • 1-2 years of experience with CRM is preferred
  • Excellent business analysis and problem-solving skills
  • Quick analytical thinker
  • Superior interpersonal, presentation and training skills
  • Strong project management skills
  • Strong Excel skills, including VLOOKUP, pivot tables, macros, MS Office Suite, etc.
  • Previous experience with SharePoint or similar program is preferred
  • Previous experience with SQL & a relational database is preferred
  • Understanding of the Systems Development Life Cycle and Change Management
  • Experience in an end-user technical support role 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/ANote: 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 Position1 – Normal: Conditions Similar to Everyday Life2 – Above Average: Beyond Normal Levels3 – Extreme: Extraordinary Levels Critical Job Elements: For the questions that follow, use the rating scale above to describe the job. WORK ENVIRONMENT:2Accessibility of all worksites required for the position1Exposure to weather and temperature extremes1Exposure to darkness1Exposure to cramped spaces1Exposure to loud noises1Exposure to chemicals and fumes1Exposure to dust1Exposure to heights1Exposure to work safety hazards2Exposure to secondhand smoke1Amount of overtime/extended work hours required PHYSICAL EFFORT:1Physical mobility: movement from place to place on the job, considering distance and speed1Physical agility: ability to maneuver body while in place1Ability to lift up to 15 lbs2Physical strength to handle routine office materials and tools1Dexterity of hands and fingers1Dexterity of feet1Physical balance: ability to maintain balance and physical control1Coordination: including eye/hand, hand/foot, etc.1Endurance: prolonged physical activity with limited opportunity to rest MENTAL EFFORT:2Concentration/intensity: prolonged mental effort with limited opportunity for breaks2Memory, considering the amount and type of information2Complexity of decision making2Time pressure of decision making2Analytical thinking2Conceptual thinking2Ability to compute math calculations COMMUNICATION :2Fluency in English0Fluency in another language2Verbal communication2Written communication2Non-verbal communication SENSORY ABILITIES :1Ability to see1Ability to distinguish colors1Ability to hear1Ability to smell1Ability to taste1Sense of touch

Keywords: Sky River Casino, Elk Grove , Guest Care Analyst, Professions , Elk Grove, California