Job Description

Job Locations | US-CO-Black Hawk
ID
2022-16643
Employment Type
Full-Time
Subdivision
General Administration, Hospitality, Leadership

Overview

Job Title: Guest Experience Specialist

Salary: $60,000-$70,000

Status: Full Time

Shift: Dayshift

Other Compensation:

In addition, we are offering you a $600 referral bonus for every friend/family that you bring after you start.

Luxury matched only by the sublime beauty of the Colorado Rockies awaits you in our all new ULTIMATE resort. Experience everything that surrounds our beautiful location in the heart of the Rocky Mountains, including world-class skiing, fishing and horseback riding.

Monarch’s ultimate resort features a Chophouse, 24/7 Café, Buffet, and Bistro Restaurant. Experience the heart-pounding gaming action on our newly-expanded casino floor, featuring over 1,200 of the hottest slot machines, 40 table games including: black jack, Pai Gow, roulette, and baccarat with unlimited betting; a new poker room and sports betting room. On our 23rd floor experience breath taking panoramic mountain views in our Spa, Fitness Center, and Pool.

There are many great advantages to work for Monarch Casino Resort Spa:

  • Consistent Schedules
  • Free Hot Meal per shift
  • Non-smoking environment
  • Subsidized transportation
  • Career Advancement
  • Beautiful, modern, fast paced work environment that you can take pride in

Responsibilities

  • Establish strategies based on company goals to increase guest satisfaction, loyalty and advocacy.
  • Create and track metrics to quantify the guest experience, with support from multiple guest feedback systems (both automated and manual) across all property divisions.
  • Determine high impact guest satisfiers and dissatisfiers across the customer lifecycle journey and use data to enhance guest service successes and solve guest service challenges.
  • Report on guest satisfaction findings and create and implement solutions, by collaborating with department management to clarify goals, creating action plans on how to meet those goals, measure progress, and follow up on results.
  • Facilitate improvement of the key metrics defined through data analytics, resulting in increased guest visitation (particularly of highest value guests) and incremental property revenue.
  • Understand business challenges and industry trends and how these macro effects impact guest satisfaction. Recommend and implement solutions meaningful to guests based on these findings.
  • Participate in guest recovery.

Qualifications

  • Bachelor’s degree in Human Resources Management, Hospitality Management, Business Management or other related field.
  • Minimum of 5 years direct experience in the Hospitality industry required.
  • Flexibility for tasks from creating new analytical strategies to direct communication with guests.
  • Ability to build rapport and exemplary customer service skills is required.
  • Ability to present facts and recommendations effectively in oral and written form.
  • Excellent written and verbal communication skills.
  • Must have data analytics experience.
  • Demonstrated knowledge of conflict resolution techniques required.
  • Knowledge of various research practices and critical thinking skills required.
  • Knowledge of Microsoft Office and various systems and databases.
  • Programming skills are preferred.

DESIRED COMPETENCIES

  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with ethical integrity; Upholds organizational values.
  • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Not only does Monarch offer a luxury experience for guests we offer luxury benefits to our Team Members as well!

Full Time Team Members (30+ hours) will enjoy the following benefits and perks:

  • 2 Weeks PTO at your first-year anniversary of employment
  • 6 Observed Holidays and Holiday Pay
  • Health Benefit Insurance Package after 90 days includes: medical, dental, vision, life insurance, short term disability, 401k with company match
  • Relocation Reimbursement

Part Time and Full Time Team Members (TMs) will enjoy the following benefits and perks:

  • 1 Free Hot Meal per shift and Unlimited Coffee, Tea, Soft Drinks
  • Up to 48 hours of Sick Pay for Team Members Under 30 hrs per Week
  • 80% Subsidized Bus Transportation Options
  • Free Covered Parking
  • Education/Tuition/Certification Reimbursement (up to $6,000 per calendar year)
  • Wardrobe/Uniforms and Dry Cleaning Provided Free of Charge for most positions
  • Career Development and Advancement Programs
  • Team Member Anniversary Recognition (earn resort credit, vacation trips and more!)
  • Team Member Hotel, Retail and Spa Discounts

Don’t want to drive to Black Hawk? You don’t have to! Check out these casino bus routes at www.casinoshuttle.com or www.aceexpresscoaches.com. As a Team Member of Monarch, we subsidize your bus transportation up to 80%!

An Equal Opportunity Employer: Monarch Casino Black Hawk does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is Monarch’s intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

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Application Instructions

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