Guest Experience Designer

BASIC FUNCTION: The Guest Experience Designer will be proactively making contact with all Resort overnight guests to prepare a personalized experience for the customer. The planner will be reviewing the existing reservation and verifying it matches the expectations the guest wishes to experience while at both the Resort and visiting the general area. The individual will assist guests by making contact with the amenity and assist in the reservation process. This position is aimed at engaging the guest after they have made their reservation and before they arrive at the Resort providing an anticipation and set plan for exceeding their expectations.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 Must have High School Diploma or High School Equivalency Diploma (HSED).

 Extensive knowledge of local businesses, area attractions, and community events.

 Pleasant phone demeanor, ability to communicate effectively.

 Must be able to work nights, weekends and holidays as required.

 Employment is contingent upon a favorable background investigation and drug screening.

 Must possess excellent communication skills.

 Must have ability to write routine correspondence and speak effectively to the public, employees and customers.

 Must have the ability to deal effectively and interact well with the customers and employees.

 Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

 Must be a minimum of 21 years of age to work in the Casino in a non-sensitive area.

ESSENTIAL FUNCTIONS:

1. Presents all Resort amenities and area attractions and prepare all guest requests and answer questions in an efficient manner.

2. Reviews reservations made previous day/week/month and proactively engage with the guest and build a profile of the guests’ anticipatory needs during their upcoming visits.

3. Maintains guest files, ensuring confidentiality and making sure they are organized and current.

4. Keeps up to date on all daily property events, restaurant schedules, and daily functions.

5. Communicates effectively with all guests in a format that is comfortable with each guest including: SMS messaging, email, phone call and video phone calling.

6. Mutually exchanges information with front desk, group planner and player services regarding itinerary planning for guests prior to the guest arrival on property.

7. Create and modify guest reservations and enter special requests not to exclude dietary requests, special needs, celebratory events during their visit and guests’ expectations.

8. Set up and verifies dining, activity reservations at area attractions as needed.

9. Remains knowledgeable of Casino promotions and communicates with Casino Hosts and Player Development Executives to enhance the Casino guest experience.

10. Communicate with Casino Hosts and Player Development Executives regarding guests’ experience and communicate guest concerns. Conversations noted in the CRM under the guest profile – contains no gaming information.

11. Arranges flowers and related amenities for all guests including recognizing guests celebrating life events and special moments and add to the experience while enhancing the guest stay and following up guests afterwards.

12. Communicate beneficial guest information to Resort Marketing in a private confidential manner allowing for testimonials.

13. Provide information to upper management regarding guests’ expectations of their stay in a format that can be measured in revenue growth.

14. Assists other departments as needed.

15. Performs other duties as reasonably requested by Management.