Director of Guest Experience

Key ResponsibilitiesLeadership & Service Recovery- Provide strategic leadership to the Guest Satisfaction Team, including hiring, training, coaching, and ongoing development.- Serve as the property lead for service recovery, ensuring guest concerns are handled promptly, professionally, and with empathy.- Partner with department leaders and executives to resolve guest issues and ensure follow-through.- Use sound financial judgment when approving service recovery compensation, balancing guest delight with fiscal responsibility.Guest Feedback & Reporting- Analyze guest feedback across platforms and identify trends, opportunities, and areas for improvement.- Prepare weekly and monthly reporting, delivering clear and actionable insights to senior leadership.- Present comprehensive guest experience updates to executive leadership, supporting informed decision-making.Investigation & Accountability- Lead investigations into guest concerns, including interviews, guest history review, and surveillance review when appropriate.- Recommend service recovery actions aligned with Circus Circus standards and values.- Oversee customer service monitoring systems and share results with department leaders, ensuring accountability and follow-up.Training, Culture & Continuous Improvement- Design, implement, and oversee guest service training programs that reinforce consistency, friendliness, and hospitality excellence.- Partner with department heads on policies, procedures, annual initiatives, and training standards.- Lead cross-functional focus groups to identify service gaps and develop creative solutions.- Champion a culture where team members feel supported, empowered, and proud to deliver great service.- Performs other duties as assigned by upper management and executive committee.Qualifications- Bachelor's degree in Communications, Business, Hospitality, or Education preferred.- Three to five years of supervisory leadership experience required.- Three to five years of training, facilitation, or presentation experience required.- Proven ability to motivate and inspire teams in a fast-paced environment.- Must be creative and able to produce high volumes of detailed projects.- Strong organizational and project-management skills; ability to manage multiple priorities.- Proficiency in Microsoft Office (Word, Excel, PowerPoint; Access a plus).- Experience with hiring policies and procedures preferred.Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws.