Guest Service Quality Assurance Manager (Flamingo LV)

WE ARE CAESARS

At Caesars Entertainment all Team Members are expected to uphold our Mission Vision & Values.

• Our Mission: Create the Extraordinary
• Our Vision: We create spectacular worlds that immerse inspire and connect you. We dont perform magic; we create it with excellence.
• Our Values: Blaze the Trail Together We Win All-In on Service

JOB SUMMARY

HOW YOU WILL CREATE THE EXTRAORDINARY

• Ensures the adherence to standards in regard to guest service sales verbiage and technical attributes. Ensures all aspects of quality at Front Office and Front Services areas and reports performance measurements to department leadership. Evaluates reports and documents for adherence to quality service sales and accuracy via monitoring guest interactions auditing front desk transactions and tracking Guest Service Surveys.
• Work with all team members on all shifts to monitor Service and Sales techniques.
• Create development plans to ensure team members improve on Service and Sales behaviors.
• Continuously train team members on Sales and Service techniques audit spotlight inspections and work with managers to develop service plans for each Team Member.
• Creates and maintains daily weekly monthly reporting on Sales and Service initiatives.
• Creates and maintains all Front Desk training course materials including but not limited to training manuals PowerPoint presentations and overall curriculums.
• Conduct training needs assessment analyzes training effectiveness and addresses performance gaps and makes recommendations to department leadership for future training initiatives based on trends and observations.
• Listens and monitors guest interactions for adherence to scripting and other attributes as outlined in service training documents department memos policies and procedures. Maintains and creates new observation scorecards based on department needs.
• Completes and distributes the service reports for department and individual team members performance.
• Develops and delivers all aspects of training for Front Office and Front Services including new hire training one-on-one coaching follow up training and training progress reporting. Completes all subsequent refresher training continued training new application training and specialized/targeted training.
• Review and respond to guest concerns/feedback on booking and social media channels and prepare a report/ action plan for areas of opportunity.
• Audit OTA and social media websites to ensure content is current and accurate.
• Creates and maintains initiatives to elevate service to undiscovered VIPs high paying guests and high-value casino guests.
• Communicates clearly and concisely verbally and in writing.
• Presents new material to groups of individuals in a way that fosters learning and comprehension of such material.
• Coaches while developing employees using a consistent approachable demeanor and clearly articulate expectations to a diverse audience.
• Audits adherence to protocols technical specifications and SOPs and meets measured efficiency goals and standards.
• Trains guides and supports Hotel personnel to achieve company goals and objectives through the fair application of all policies and procedures.
• Acts as a role model and encourages others to do the same. Remaining objective through everyday work responsibilities.
• Adheres to all company policies regulatory and state/federal laws.

WHAT YOU WILL NEED

• Must be 21 years of age or older
• 2-year college or better preferred but not required
• 1-year LMS or other Property Management System experience one year training background Sales experience
• Front Desk Reservations Training and QA monitoring experience preferred but not required

ADDITIONAL REQUIREMENTS

• Intermediate level of knowledge of Microsoft Office programs (Excel PowerPoint and Word)
• Must have a thorough knowledge of the processes and guidelines for Front Desk Casino General Reservations Total Rewards CMS and LMS
• Able to work interdependently and take initiative and willingness to work a flexible work schedule based on business demands. Will be required to work all shifts.
• Must be anobjective individual and independent thinker
• Can handle multiple tasks in a high volume fast paced environment
• Must have knowledge of computer telecommunications functions and systems
• Excellent organizational listening interpersonal and analytical skills
• Must demonstrate an upbeat and positive disposition
• Strong knowledge of customer care processes and techniques are vital
• Able to stand up to 8 hours a day.

TOGETHER WE WIN

• Company information including MVV/EVP
• Company Culture (FSS and BIG Highlight)

DISCLAIMER