Guest Experience Manager - Maryland

Why We Need Your Talents:

The Guest Experience Manager is responsible for leading the development, implementation, and continuous improvement of service standards that shape every aspect of the guest journey. This role plays a critical part in analyzing feedback, identifying service gaps, and executing strategies that enhance satisfaction, personalize interactions, and ensure consistency across all touchpoints. Your ability to guide frontline teams, collaborate with department leaders, and resolve guest concerns with professionalism directly supports the property’s reputation for exceptional hospitality. By driving operational excellence, upholding regulatory compliance, and championing a culture devoted to service, you help position Live! Casino & Hotel as a preferred destination for world‑class experiences.

Where You'll Make an Impact:

• Promotes and develops team-oriented service standards, stressing the importance of providing unparalleled commitment to guest service excellence.
• Works with department leaders to identify and mitigate service interruptions.
• Identifies departmental KPIs, develops service standards to improve the guest experience.
• Utilizes process improvement strategies to reduce service disruptions and improve the guest experience.
• Designs and facilitates guest service training modules.
• Identifies and quantifies service interruptions that result in direct and indirect loss of revenue.
• Monitors and evaluates the performance of frontline teams in delivering exceptional guest services, providing regular feedback, and implementing development plans to address performance gaps.
• Develops and implements strategies to personalize guest experiences, tailoring services and recommendations to individual preferences and needs.
• Analyzes guest feedback from various platforms, identifying trends and areas for improvement to enhance overall satisfaction.
• Collaborates with marketing and sales teams to align guest experience strategies with broader organizational goals, ensuring a cohesive approach to guest satisfaction and loyalty programs.
• Stays abreast of industry trends and competitive offerings to ensure the property remains a preferred choice for guests.
• Implements best practices and innovative solutions for continuous improvement.
• Innovates and implements new technologies or services that enhance the guest experience.
• Responds to guest issues, concerns, and complaints in a courteous manner consistent with guest service standards.
• Develops and maintains a comprehensive crisis management plan to address potential issues that could negatively impact the guest experience, ensuring a rapid and coordinated response to any situation.
• Complies with all internal controls and procedures related to departmental operations. Ensures compliance with regulatory controls, both internal and external, including but not limited to state and federal laws and state gaming regulations.
• Manages the budget for guest experience, including forecasting expenses and controlling costs related to amenities, team member training, and guest initiatives.
• Performs other duties as assigned.

Skills to Help You Succeed:

• Customer Journey Mapping: A detailed visualization of every step a guest takes from initial interest to post-visit feedback allows for pinpointing areas for enhancement and personalizing services. By ensuring that every touchpoint is optimized for satisfaction, loyalty is fostered, and positive reviews are encouraged.
• Feedback Analysis: Dissecting comments, reviews, and surveys to identify patterns and areas for improvement impacts the enhancement of the guest experience. Utilizing a meticulous approach, Guest Experience Managers make data-driven decisions that refine service standards and elevate overall satisfaction.
• Personalization Strategies: Tailoring services and interactions based on individual preferences and historical data enhances guest satisfaction and fosters loyalty. Unique and memorable experiences encourage repeat visits and positive word-of-mouth.
• Conflict Resolution: Addressing and resolving guest complaints and concerns is paramount for maintaining a positive atmosphere and ensuring guest satisfaction. A delicate balance of empathy, patience, and problem-solving abilities is required to turn potentially negative experiences into opportunities for building loyalty and trust.
• Event Planning: Memorable and seamless events are crafted with a meticulous approach to detail, from conceptualizing themes to coordinating logistics. Creativity is leveraged to design unique experiences while managing budgets, vendors, and timelines to exceed guest expectations.
• Technological Proficiency: With the increasing role of digital platforms in enhancing guest experiences, proficiency in relevant technology and systems (e.g., property management systems, CRM software, and mobile applications) is crucial for personalizing guest interactions and streamlining operations.
• Cultural Sensitivity: Ability to interact effectively with guests from diverse cultural backgrounds, understanding and respecting cultural differences to ensure all guests feel welcomed and valued.
• Diversity and Inclusion: Highlight the importance of fostering an inclusive environment where all guests and team members feel respected and valued.
• Sustainability Practices: If applicable, include responsibilities related to implementing and promoting sustainability practices within guest services to align with environmental and social governance goals.
  • Ability to analyze and interpret departmental needs and results.
  • Ability to solve complex problems.
  • Ability to perform assigned duties under frequent time pressures.
  • Broad variety of tasks and deadlines requires an irregular work schedule.
  • Ability to perform assigned duties in an interruptive office.

Must-Haves:

• Bachelor's degree in hospitality management, business administration, or a related field.
• Professional certifications in Six Sigma, customer service excellence, hospitality management, or similar credentials could be advantageous.
• Sufficient experience in a customer facing role.
• Excellent interpersonal and communication skills.
• Ability to present information to all levels within the organization and train.
• Must be able to obtain and maintain a valid gaming license as determined by the Maryland Lottery & Gaming Control Agency.

Physical Requirements:

• Casino is over 300,000 square feet and requires ability and energy to move about it with a true sense of urgency.
• 25% Walking
• 30% Sitting
• 45% Standing
• Use of going up and down 31 stairs multiple times per day and elevators.
• Ability to adapt to varying temperature conditions, as work areas may include outdoor settings or locations with different climate controls.

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft. of gaming and entertainment space and approximately 3,000 Team Members.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• The role will require flexibility in terms of hours, including nights, weekends, and holidays, to align with the casino's operational hours and guest service needs.
• Given the dynamic and potentially stressful environment of a casino, the ability to maintain composure and make high-quality decisions under pressure is essential.

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members may include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.