Senior Manager, Casino Guest Experience & Engagement
Core
Oversee casino guest feedback collection, daily gaming area operations, and staff performance to ensure personalized service and operational excellence.
Role type
Senior Manager, Casino Guest Experience & Engagement
Builds
Guest engagement strategies, service quality audits, and operational improvements for casino gaming areas
Domain
Hospitality / Casino Operations
Deliverable
client delivery
Required skills
Guest service management, team leadership and coaching, performance review management, service quality auditing, process improvement, data analysis of guest feedback, cross-departmental liaison, shift management
Preferred skills
Casino environment management experience, creative presentation development, training material creation
Technologies
Microsoft Office (Word, Excel, Outlook)
Responsibilities
Oversee GEE team deployment and guest feedback gathering; manage daily gaming area operations and staffing; lead, coach, and mentor direct reports; conduct performance reviews and manage staff attendance; perform internal Service Quality audits; identify operational process gaps and implement improvements; organize Focus Group Meetings; analyze guest data (mystery shop, surveys, comments) for insights; liaise with internal departments for consistent service delivery; monitor gaming floor presentation and ambiance; optimize guest journey across touchpoints; develop training materials and reports; ensure project completion within timeframes; promote health and safety culture.
Seniority
Senior, hands-on IC with management oversight