DIRECTOR - GUEST SATISFACTION

Summary:

The Guest Satisfaction Director, Reporting to the Vice President of Marketing will manage and analyze Guest Satisfaction, trends, survey scores, Trip Advisor, HRI Mystery Shops, Standard Tests in Ops Departments (Both Rooms and F&B) and overall hospitality.  Primary goal is to achieve customer satisfaction 100% of the time. Position is responsible for managing Guest communications and feedback.  Recommends and implements services and procedural changes. Requires complete knowledge of Front Office, MOD and F&B procedures as well as casino standard operations and activities.  

• Respond to all guest reviews whether positive or negative in survey platform, Trip Advisor and any relevant portal as needed. Reach out to certain guests to encourage them to write a review on their stay feedback.
• Provide information from communication platforms, Trip Advisor and other guest feedback to their respective departments to help ensure optimum guest satisfaction through appropriate action to trends.
• Provide tracking of guest issues and repeated patterns. Review trends with executive leadership.  Recommend and implement procedure changes.
• Perform Standard Tests in both Front Office and F&B outlets to adhere to HRI standards as well as Forbes and any other relevant industry standards.
• Service each guest comment/complaint according to procedure. Resolve customer issues or complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and Quality.
• Develop, empower, coach and counsel. Resolve problems; provide open communications and recommend discipline and termination, as appropriate.
• Manage daily operations of Guest Relations to comply with LSOPs, SOPs, and safety regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Escort and service VIP guests from HRI, Ownership and as requested by senior management. Assist Sales Staff and Vibe Manager with site visits and servicing VIPs and meeting planners as needed.
• Coordinate and manage activities and foster good relations with guests in the public areas and assure proper cleanliness and operations in all areas.
• Be readily accessible to guests in casino or hotel for requests and concerns.
• This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

• 4-year college degree or equivalent education/experience.
• 2+ years experience in a related position with HRI or other Companies.
• Represent the casino and hotel in local community service organizations.
• Perform special projects and other responsibilities as assigned. Participate in committees as requested.

Skills: 

• Through knowledge of hotel services and guest relations profession. Requires knowledge of discipline-specific HRI/hotel policies, casino policies/procedures and services and general knowledge of other departments in the venue and the ability to determine course of action based on these guidelines and policies.
• Supervision/management skills.
• Ability to achieve positive guest relations and maximize guest satisfaction.
• Oral and written English communication skills; Bilingual French is required.
• Ability to enforce all company rules and SOPs.

• Ability to move throughout the business (standing, walking, kneeling, and bending) for extended periods of time.
• Ability to climb stairs
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
• Ability to operate potentially hazardous equipment.
• Ability to Drive vehicles to shuttle guests, personal vehicles events, purchase emergency equipment or guest needs

Closing: 

Hard Rock Ottawa values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.

We thank all candidates for their interest, however, only those being considered for an interview will be contacted.

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process.