Senior Manager, Casino Guest Experience & Engagement
Core
Oversee the deployment and effectiveness of the Guest Experience & Engagement (GEE) team to gather actionable guest feedback and ensure optimal service delivery in gaming areas.
Role type
Senior Manager, Casino Guest Experience & Engagement
Builds
Guest engagement strategies and service delivery in casino gaming areas
Domain
Hospitality / Casino Operations
Deliverable
product features
Required skills
Team leadership, performance management, service quality auditing, process improvement, data analysis, stakeholder liaison, training development, conflict resolution, shift management
Preferred skills
Casino environment management experience, hospitality background
Technologies
Microsoft Office (Word, Excel, Outlook)
Responsibilities
Manage daily GEE operations of gaming areas, lead and mentor direct reports, conduct performance reviews, perform internal Service Quality audits, identify process gaps for continuous improvement, organize Focus Group Meetings, analyze guest feedback data, liaise with internal departments, monitor gaming floor presentation, develop training materials, ensure project completion within timeframes.
Seniority
Senior, hands-on IC with management responsibilities