Director Guest Experience (National Harbor)
Grade: POSITION RESPONSIBILITIES/DUTIES: Responsible for the development of a service assurance strategy and program with visible metrics to promote the highest level of consistent service to guests in alignment with property goals and objectives in a luxury resort propertyDevelop and implement guest service programs and initiatives that promote property guest services and align with property strategic goals and objectivesMeasure, analyze and report guest service satisfaction performance metrics from GEM, and other internal and external publications.Provide insights on key service trends and gaps to the Operating Committee and/or property executives while transitioning ownership of service improvement processes to divisional leadersPartner with operating divisions, regularly reviewing and analyzing data to generate action plans to address service deficiencies/goals in the area of process improvement, training and employee performance managementCollaborate with divisional leaders in evaluating progress of specific service improvements as identified in their action plans and assist in service training needs as neededServe as the subject matter expert on quality improvement tools and techniques in anticipation of changing guest needs within the dynamic hospitality/gaming environmentDefine policies, procedures and best practices to advance the quality of guest service practices within the organizationPartner with Hotel Ops leadership and other guest-facing departments to understand guest trends and guest recovery opportunitiesManage Human Resources responsibilities for direct reports to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company's diversity commitment; compliance with company and department policies, and legal requirements.Partner with Human Resources Learning & Development to facilitate guest service training in New Hire Orientation and new Leadership On BoardingWork closely with Human Resources Learning & Development to develop new and analyze existing training curriculum designed to improve guest satisfactionPartner with Employee Engagement to ensure property's needs for service communications are metLead and mentor the Guest Experience team to enhance their capabilities in the areas of systems thinking and service improvementSupport guest service communication through various channels in a professional and timely manner, achieving positive guest recovery resolutionPartner with M life Guest Experience Manager who manages initiatives impacting property adoption and enculturation of Mlife and other key guest loyalty/marketing and training programs at the property levelPartner with Finance department in guest service strategic goal planningPerform other job-related duties as neededThis job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.SUPERVISORY RESPONSIBILITIES:Mlife Guest Experience ManagerGuest Experience SpecialistEDUCATION and/or EXPERIENCE:Required: Bachelor's Degree in Hotel or Business Administration or related field or equivalentMinimum seven 7) years' experience in Guest Experience or related field, including experience with leading quality improvement initiatives.Preferred:Master's degree in Business Administration or related fieldPrevious experience working in a similar resort environmentASQ, Six Sigma, or other quality and process improvement certificationProject Management experienceCERTIFICATES, LICENSES, REGISTRATIONS:Gaming RegistrationProof of eligibility to work in the United StatesSECTION 3: COMPETENCIES & WORKING CONDITIONSKNOWLEDGE/SKILLS/ABILITIES:Strong influential leadership, solution-driven thinking, solid analytical and project management skills.Solid working knowledge of Microsoft ExcelExcellent communication skills, verbal and written, including public speaking with a positive and motivational speaking styleOutstanding interpersonal skills to articulate effectively and maintain a professional relationship with a diverse workforce and executive management teamExcellent customer service skillsInterpersonal skills to effectively communicate with all business contactsAbility to effectively communicate in English, in both oral and written formsWORK SCHEDULE/HOURS:Regular scheduled hours : Work Days: Varied, including weekends and holidays Hours: Varied ShiftsOther - Must be flexible if needed for occasional work outside of normal business hours.MGM Resorts International is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, MGM Resorts International will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.