Guest Experience & Culture Manager

Responsibilities

• Develop and implement a comprehensive service excellence strategy to drive guest loyalty and revenue growth
• Champion organizational culture by modeling company values and reinforcing brand identity across all departments
• Design and deliver guest service training programs, coaching team members in service recovery and engagement
• Maintain a visible presence on the floor during peak hours to engage with guests and support team members
• Resolve escalated guest concerns promptly and professionally to ensure high levels of satisfaction
• Analyze guest feedback, KPIs, and satisfaction metrics to identify trends and drive continuous improvement
• Collaborate with Food & Beverage, Marketing, and Player Development to align service standards with business objectives

Requirements

• Bachelor's degree in hospitality management, Business Administration, Human Resources, or equivalent professional experience
• 5-7 years of progressive leadership experience in hospitality, casino gaming, or resort operations
• Proven experience in managing service standards within a casino or hospitality environment
• Strong business acumen with the ability to connect guest experience to profitability and retention metrics
• Proficiency in Microsoft Office and experience with CRM or casino management systems
• Ability to obtain a gaming license in accordance with regulatory requirements
• Ability to work a flexible schedule, including nights, weekends, and holidays, in a fast-paced, high-volume environment

About the Company

Odawa Casino Resort is a premier destination dedicated to providing exceptional guest experiences through service excellence and a vibrant organizational culture.