Guest Experience Specialist - Hanover, Maryland, United States

Min Compensation · USD $54,000.00/Yr. · Max Compensation · USD $66,375.00/Yr. · Overview · Why We Need Your Talents: · As a Guest Experience Specialist, you'll be the voice of Live Casino and Hotel—responding to guest inquiries, resolving issues with professionalism, and ensuring ...

Job description

Min Compensation

USD $54,000.00/Yr.

Max Compensation

USD $66,375.00/Yr.

Overview

Why We Need Your Talents:

As a Guest Experience Specialist, you'll be the voice of Live Casino and Hotel—responding to guest inquiries, resolving issues with professionalism, and ensuring every interaction reflects our high standards. Through accurate communication, problem-solving, and attention to detail, you'll play a vital role in building loyalty and creating memorable experiences for every guest.

Responsibilities

Where You'll Make an Impact:

• Handle daily operating tasks of data entry, records management, and reporting.
• Responding to or assigning large quantities of guest issues/questions via InMoment within defined due dates.
• Performing problem resolution including service recovery via customer interaction (e.g. letters, phone calls, email)
• Using discretionary decision making and independent judgment in determining resolution through free slot play, table play, meals, or other methods when applicable (G2 or G)
• Communicating information related to the Live Rewards Program such as offers, Comps (redemption/earnings), Tier benefits, Live Rewards Partners and much more.
• Documenting and solving Tier-level customer inquiries in a professional and timely manner.
• Tracking and communicating various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers.
• Handles the distribution of customer feedback to appropriate properties and departments.
• Report on Service Scores on a weekly basis to operational leaders.
• Track quarterly scores to recommend quarterly baselines to GM.
• Prepares and reports out on our monthly Secret Shops.
• Maintain the strictest confidentiality on all matters relating to Operations and personnel related matters.
• Works with department's budget and financial data and is responsible for ordering supplies and managing Guest Experience inventory.
• Acting as a role model (upbeat and positive) and presenting oneself as an asset to Live Casino Hotel and encourage others to do the same.
• Performs special projects and other tasks when requested.
• Has a working knowledge of all Live Casino & Hotel Maryland operations.
• Completing all tasks assigned by the Director of Guest Experience

Skills to Help You Succeed:

• Full knowledge and understanding of the Live Rewards Program
• Proficient in Microsoft Office, ability to type 50 WPM
• Excellent grammar, spelling and writing skills
• Positive, solutions-oriented, extremely helpful, ability to remain calm in difficult situations
• Ability to multitask in a fast-paced environment being extremely organized
• Ability to work a flexible and irregular schedule including weekends, evenings, and holidays.
• Ability to express ideas or make recommendations concerning job related issues; learn specific job duties and complete detailed work assignments; maintain knowledge of basic concepts and techniques.
• Ability to prepare and deliver presentations before public and private audiences.
• Ability to perceive quality of work, read material, and review documents; receive instructions and hear inquiries from guests, clients, or staff.
• Problem solving, preferably in a hospitality-focused or customer service environment
• Flawless professional attendance and work ethic

Qualifications

Must Haves:

• High School Diploma or General Education Degree required.
• Must be able to obtain and maintain the necessary license as mandated by the Maryland Lottery and Gaming Control Agency. 

Working Conditions:

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

What We Offer

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 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.