GUEST SATISFACTION SPECIALIST

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Seminole Hard Rock Hotel & Casino Tampa can feel more like play than work. This expansive property is the premier entertainment destination of Central Florida & features high stakes table games along with thousands of the hottest slot machines. Owned & operated by the Seminole Tribe of Florida, this electrifying casino destination boasts rock star amenities at its AAA Four Diamond rated hotel ranging from seven award-winning Zagat-rated restaurants, a newly renovated Rock Spa® & Salon and VIP services galore.

Our Commitment to Service:

We don’t have customers, we have Guests. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to each and every one of our current & future Guests. Our staff spends their time making sure that every single one of our guests gets the rock star treatment, but the Seminole Hard Rock family also rolls out the red carpet for our employees with competitive benefits & a great work environment.

Benefits & Perks:

We offer rockin' benefits that include Medical, Dental, Vision & Life Insurances, 401K, Paid time off, Annual Bonus Opportunity & much more! Please visit http://www.gotoworkhappy.com/benefits to see our full list of benefits! 

Appearance:

How we look & appear to each guest provides an important impression of our Company. Non-permitted guidelines include unnatural hair color, visibly explicit or offensive tattoos, facial tattoos, ear piercings that alter the shape and/or size of the ear, any visible body or facial piercings other than two (2) piercings per ear, facial hair longer than ½ inch in length or mustaches that extend past ¼ inch below the upper lip. Please note this list is not all-inclusive, as well as exceptions to these rules may apply for certain departments.

JOB DESCRIPTION

Under the direction of the Guest and Team Member Experience Manager, the incumbent will help create and support an environment for professional growth and development while participating in the future direction of learning and innovation.

• • Maintains and updates existing reports on a daily, weekly, or monthly basis
  • Analyze and evaluate guest survey responses to determine guest satisfaction
  • Provide guest trending insight to management
  • Manage the internal secret shop program with the goal of elevating guest satisfaction scores and maintaining relevant training programs
  • Analyze and research best practices in regard to guest satisfaction
  • Assist in the development of effective strategies and activities that promote long-term guest loyalty
  • Maintains professional relationships with operational partners
  • Presents and speaks to groups about service trends, initiatives, and updates
  • Assists the training department in the development and delivery of related training programs (Microsoft Office, Guest Service, Service measurement systems etc)
  • Prepares ad-hoc analysis or reports upon request
  • Conducts themselves in accordance with all Gaming Commission Regulations, and Seminole Tribe of Florida/departmental policies and procedures
  • Other duties as assigned

• • 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:

  • The Guest Relatoions Specialist may be required to work evenings, weekends and holidays as business demands dictate. 
  • 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).