Guest Satisfaction Coordinator

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Under the direction of the Manager of Training & Guest Satisfaction, and the Guest Satisfaction Specialist, the incumbent will help create and support an environment for professional growth and development while participating in the future direction of learning and innovation.

Essential duties include, but are not limited to:

• Analyze and evaluate guest survey responses to determine guest satisfaction
• Addressing and resolving guest issues through various channels, including email and phone communication
• Maintains and updates existing reports on a daily, weekly, or monthly basis
• Assist in the development of effective strategies and activities that promote long-term guest loyalty
• Maintains professional relationships with operational partners
• Participate in assignments related to training team projects and events
• Other duties as assigned
• Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication
• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures

Qualifications:

• High School diploma, GED, or equivalent required
• Bachelor’s in Business, Communications, or related field preferred
• Two (2) Years of hospitality experience preferred
• Excellent interpersonal skills
• Proficient knowledge of Microsoft Office is required
• Intermediate skills in Excel are required, to include the following:
  • Ability to create, modify and format charts
  • Ability to modify a database and insert data from another application
  • Ability to use graphic objects to enhance worksheets and charts
  • Ability to filter data and manage filtered lists
  • Ability to perform multiple-level sorting , using sorting options, and design considerations
  • Ability to use mathematical, logical, statistical and financial functions
  • Ability to group and dissociate data and perform interactive analysis

• Ability to use advanced functions (COUNTIFS,SUMIFS, IFERROR, VLOOKUP, IF) preferred
• Proven ability to work with data manipulation, preparation and presentations
• Must possess the ability to understand and interpret graphical representation of data
• Must possess basic mathematical skills to include ability to add, subtract, multiply and divide specific to position responsibilities
• Team-oriented and must enjoy working with and assisting people.
• Must be articulate and possess a professional appearance and demeanor.
• Must be detail-oriented
• Ability to work under pressure
• Must possess excellent time management skills
• Ability to function in non-standard situations where some judgment must be exercised
• Must be able and willing to work flexible hours to include evenings, weekends and holidays
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities

Work Environment:

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, second hand smoke and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Native American Preference Policy:

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

Employment Process:

Seminole Gaming’s employment process requires candidates to obtain gaming licensure by successfully completing a background check with Seminole Gaming Compliance and Regulations, prior to beginning employment. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen    

Disclaimer 
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).