Guest Experience Manager

Who WE are:

Our mission is to be Chicagolands premier gaming and entertainment destination celebrated for unparalleled hospitality and an unforgettable guest not just a casinowere a community where our team members thrive with countless opportunities for career growth and a workplace culture centered on inclusivity and fun. Aswecontinue to elevate our standards of excellenceweseek dynamic coachable individualswhoare passionate about hospitality and eager to grow with us. At American Place Casino every moment is crafted to delight every opportunity is a pathway to success

Who WE are looking for:

At American Place Casino we are passionate about delivering exceptional guest experiences in an environment of relaxed elegance. Our culture is built on professionalism collaboration and respect. We value team members who support one another and take pride in creating a welcoming atmosphere where every guest feels seen appreciated and excited to return.

The Guest Experience Manager will lead efforts to elevate guest satisfaction by promoting American Place Casinos culture improving service processes and collaborating with department leaders to ensure exceptional consistent experiences across the property. This role analyzes feedback resolves service challenges and drives initiatives that create a guest-first environment for both internal and external guests.

Job titles similar to this role include:

• Guest Services Manager

• Customer Experience Manager

What is expected of YOU:

• Clearly communicate the guest service vision and influence leaders and team members at all levels to align with American Place Casinos service culture.

• Partner with Human Resources Marketing and department leaders to design deliver and integrate training and coaching that strengthens behavioral skills service standards and leadership effectiveness.

• Regularly analyze guest feedback including survey results mystery shop reports and informal guest interactions to identify service challenges opportunities and critical touchpoints in the customer journey.

• Translate qualitative and quantitative data into actionable strategies collaborating with managers to improve processes set service standards and establish performance measurements.

• Lead the development and oversight of the propertys service recovery program ensuring timely resolutions and consistent follow-up with guests via in-person phone email or digital platforms.

• Represent the guests perspective in planning meetings event coordination and discussions around new products or services to ensure their needs and expectations are prioritized.

• Prepare reports and special projects involving data gathering analysis and application of findings sharing insights and recommendations with leadership.

• Coordinate operational adjustments such as scheduling staffing supply needs or contingency plans based on fluctuations in guest demand.

• Facilitate guest service meetings with management and front-line teams to share results celebrate successes and promote continuous improvement.

• Recognize and promote exceptional service moments and team members who exemplify the American Place Casino experience.

Supervisory Responsibilities:

• Lead coach and inspire team members and partner departments in delivering exceptional guest experiences across the property.

• Provide ongoing training mentorship and feedback to develop service excellence skills and promote professional growth.

• Set clear service expectations and goals monitor performance and ensure accountability for delivering outstanding internal and external guest experiences.

• Facilitate regular meetings or huddles to share guest feedback highlight successes and collaborate on solutions to service challenges.

• Address and resolve team or interdepartmental service concerns in alignment with company policies and values.

• Foster a positive inclusive and guest-first work environment that reflects American Place Casinos culture values and service standards.

Experience YOU will need:

• Bachelors degree in Marketing Business Hospitality or related field (preferred).

• 3-5 years of experience in casino marketing or a related hospitality marketing role.

• Proficiency in guest service software (Medallia preferred) and casino management software (SYNKROS preferred).

• Proficiency in Google Docs Forms Mail Sheets and Slides or similar software.

• Ability to initiate follow-up on and complete special projects as assigned.

• Strong project management and organizational skills.

• Excellent communication and interpersonal abilities; proven experience collaborating with multiple departments within constantly changing internal and external environments.

• Analytical mindset with proficiency in data analysis and reporting.

• Knowledge of hospitality and gaming industry procedures and technologies preferred.

• Demonstrated success in process improvement ideally with knowledge or certification in Lean Six Sigma or similar methods.

• Ability to work a flexible schedule including evenings weekends and holidays as needed.

• Bilingual; Spanish preferred.

Physical Requirements:

• Must be able to sit stand or walk for extended periods of time throughout the shift.

• Ability to lift carry push or pull up to 25 pounds as needed for event setup or marketing materials.

• Frequent use of standard office equipment including computers phones printers and copiers.

• Must be able to work in a fast-paced sometimes noisy casino environment with varying levels of lighting and temperature.

• Occasional travel within the region may be required for offsite promotions or training.

Certificates Licenses Registrations:

• Able to obtain/maintain necessary licenses and/or certifications as required by local gaming regulations.

• Six Sigma preferred.

Benefits/Perks and Salary:

• Medical Dental Vision.

• 401K: Matches 50% of your contribution up to 4% of eligible contribution.

• Educational Tuition Reimbursement.

• Ventra Program EAP programs etc.

Salary Range:

$50000-$82500

Company Statement on EOAA:

American Place Casino is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability or protected veteran status.

Required Experience:

Manager