Join a Winning Team!

Are you looking for an exciting and fulfilling career opportunity? Join us at Grand Traverse Resort & Casinos and start a career that will provide you with rewarding opportunities and unforgettable experiences. Our mission is to provide economic stability for the Grand Traverse Band of Ottawa & Chippewa Indians, by emphasizing on our core values of Fun, Integrity, Communication, and Teamwork.

Job Summary

The Guest Experience Manager is responsible for developing, implementing, and continuously improving the guest experience strategy across the organization’s properties. The position serves as the owner of guest experience standards, guest journey initiatives, service recovery processes, and guest feedback programs. The Guest Experience Manager works collaboratively with Marketing, Casino Operations, Hotel Operations, Food & Beverage, Spa, Golf, Player Development and any other departments to ensure the organization delivers a consistent, differentiated and exceptional guest experience.

Responsibilities

• Develop and implement an enterprise-wide guest experience strategy aligned with organizational marketing and brand objectives.
• Establish, maintain and evaluate guest experience standards across casino, resort, food and beverage, entertainment, spa, golf, and other guest facing areas.
• Develop and manage the organization’s voice of the guest program, utilizing surveys (e.g. Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)), reviews, feedback, guest communications, and other sources to identify trends and opportunities.
• Monitor guest satisfaction and experience metrics, develop regular reporting and provide actionable recommendations to leadership.

Qualifications

• Demonstrated experience developing or improving guest experience programs, service standards, or guest engagement initiatives.
• Minimum of five years of progressive experience in casino, resort, hospitality, entertainment, marketing, guest experience or a related industry.
• Bachelor’s degree in marketing, Hospitality, Business Administration, Communications or a related field preferred.

We look forward to having you join our team and being a part of our mission.

Varies - 40 hours a week