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
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