Guest Experience Supervisor ( Full Time) (34513)

Job Description SummaryThe Guest Experience Supervisor collaborates closely with the Guest Experience team to monitor all guest surveys, respond promptly, and prepare monthly reports. They also assist in coordinating and facilitating department-specific, tailored training sessions and quality assessments to ensure staff consistently uphold the highest standards of our ACE values, create consistency across all Agua Caliente properties and venues, and enhance guest experiences.Essential Duties and Responsibilities (other duties may be assigned)Assist management in coordinating and executing daily trainings, meetings, and tasksRespond professionally to guest surveys and share comments with other departments for awareness, opportunities for growth, and future training planningAnalyze, evaluate, and compile analytics for monthly departmental guest survey scores to display across multiple propertiesCompile monthly team member mentions from the guest survey systems for recognition and celebrationPrepare for a variety of departmental trainings by planning, developing training agendas, organizing materials, and completing all post-training paperwork based on the department's needsDevelop team members through ongoing training, orientations, continuous feedback, and conducting quality assessment reviewsParticipate in the research, development, evaluation, and implementation of new products, services, technology, and processes to ensure a competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environmentAssist with facilitating ACE Academy weekly sessions. This includes public speaking, preparing all supplies and materials, setting up and breaking down, and assisting during each classMust comply with all applicable Agua Caliente Casinos internal controls, standard operating procedures, and all Tribal regulationsAccess to Sensitive Areas and InformationAs per the ACGC Access MatrixSignatory AbilityHR Related FormsQualificationsRequired Education and/or ExperienceAt least three years of experience working in a luxury brand hotel, resort, or casinoAbility to work in a team, reliability, and flexibilityStrong written communication skills and highly organizedComfortable public speakingAbility to follow Agua Caliente ACE cultural values, core standards, and policiesWorking Conditions/Physical DemandsTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 1⁄2 mile, climbing stairs and sitting at a desk/workstation for the duration of the shift. Also, may be subjected to a smoke-filled environment.Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.