Job Summary:

Works as part of the team that is responsible for driving efforts to improve our guest experience (GX), thereby promoting greater guest retention, positive word of mouth and overall business growth. Responsible for the production, delivery and collection of survey results. Extracts information to create, analyze and disseminate GX information that produces greater organizational insight. Monitors the closed loop feedback process to ensure prompt guest responses. Makes recommendations based on analysis and assists with working with operating departments to improve GX results.

Job Duties:

1. Produces guest surveys, delivers the survey through appropriate channels, tabulates and reports on survey results.
2. Provide regular reports on guest experiences from multiple sources. Prepare ad hoc reports, analyze and align disparate data in new ways to provide fresh GX insight. Identify solutions to improve and enhance the guests' experience. Make recommendations based on analysis performed.
3. Work cross-functionally with other departments to ensure consistent and positive guest experiences along with timely and productive follow up to solicited and unsolicited guest comments.
4. Monitor and assess daily guest related issues to ensure business practices, policies and procedures are executed in an effective manner.
5. Segment guests based upon demographic, behavioral, and other criteria to develop actionable and cost effective programs to better service those segments.
6. Occasional tasks.

1. Combination of post-secondary education in marketing, business, finance or related field and/or experience in an analytical role within a casino or hospitality environment to equal five years.
2. Experience with guest facing and project coordination roles.
3. Excellent data analysis skills with experience or education in statistical sampling.
4. Strong verbal and written communication skills with demonstrated ability to work effectively with a diverse guest and Team Member bases.
5. Demonstrated strong PC knowledge and experience in word processing, spreadsheet applications and basic data management skills.