Specialist - Customer Experience

The Customer Experience Specialist is responsible for providing professional and courteous service to every guest while effectively communicating through multiple methods of correspondence to ensure guest satisfaction.Essential Job Duties & Responsibilities:Guest CorrespondenceDemonstrate empathy through written correspondenceRespond on public facing review sites such as Google and TripAdvisorEffectively work with internal departments and external guests, some of whom will require levels of patience, tact and diplomacy.Analyze situations and make decisions within empowerment to resolve issues and recover inconvenienced guestsAnswer guest phone callsAssist guests with reserving room, restaurant, show and spa reservations along with any other special requestsSystem Management / Data InputLearn and master multiple software systems such as Opera, HotSOS and MedalliaMaintain detailed notes on guest casesAccurately log and record guest information within property CRM platformCreation / distribution of CX reportsOtherMaintain comprehensive knowledge of Wynn & Encore property amenities, services and eventsBehaviorsExtremely guest-centric.Natural problem-solverEmpathetic and attentive to guests’ needsDetail oriented and curiousEffectively work in stressful, high-pressure situationsWorks well with othersPossess a positive, “whatever it takes” attitudeOpen-minded and willingness to learn new processes, concepts, and ways of approaching analysisWorks Well WithGuests, Immediate Coworkers, Internal Operational DepartmentsMeasurements of SuccessDaily task completion / meet deadlinesTimely guest resolutionProduces excellent quality of workSuccessful return guest visits