Director of Guest insights & Process Optimization

Job Description

Job Overview: This role will be central to understanding, analyzing, and improving guest interactions, ensuring our brand not only meets but exceeds expectations. The ideal candidate will be data-driven, proactive, and committed to facilitating memorable experiences for our guests.

This role will harness real-time feedback mechanisms, traditional feedback channels, and innovative touchpoints to understand, enhance, and personalize the guest journey at Wynn Las Vegas.

They will also be instrumental in maintaining our luxury guest experience by improving our internal processes, identifying and resolving inefficiencies, bottlenecks, and stress points in our service delivery systems, then collaborating with cross-functional teams to innovate and implement solutions.

Key Responsibilities:

Forbes Collaboration: Directly liaise with Forbes Travel Guide to monitor and assess service performance, aiming consistently for a 5-star rating.

Feedback Management: Implement and oversee post-stay and post-activity survey mechanisms, analyzing results for continuous improvement.

Digital Engagement: Monitor social media platforms, respond to feedback, and drive initiatives to maintain a positive brand presence online.

Communication: Regularly communicate feedback, both positive and negative, to internal teams to celebrate successes and identify areas for improvement.

Issue Resolution: Collaborate with operations teams to swiftly address and rectify negative feedback, ensuring guest satisfaction.

Innovation in Feedback: Continuously research and implement innovative methods to gather guest feedback.

Market Research: Conduct surveys and research to gauge guest interest in potential new products or experiences.

Panel Management: Coordinate and lead panel groups of both Wynn super-fans and employees to garner diverse feedback and insights.

Operational and Technical Oversight: Occasionally assist in refining both operational and technical processes to enhance the guest experience.

Data-Driven Improvement: Track and optimize key metrics including NPS, OSAT, etc., to inform decision-making and ensure a consistently high-quality guest experience.

Customer Experience Team Leadership: Directly staff, lead, and mentor the customer experience team responsible for issue resolution, market research, panel coordination, and live research initiatives

Opportunities & Initiatives:

On-going Feedback Collection: Launch and oversee activities that encourage feedback on daily experiences.

Digital Engagement: Coordinate with IT and operations to ensure seamless feedback integration within our apps, focusing on moments consumed during the guest’s stay.

Live Research: Lead feedback initiatives & customer experience team, coordinating with guest service staff, and special task forces to poll guests for real-time insights.

Executive Insights Collection: Centralize and analyze feedback from executive interactions with guests, integrating insights into guest profiles for long-term strategy.

Success Panels: Establish regular panel sessions with brand advocates, both guests and employees, using this platform to prioritize guest education and address challenges.

360 Evaluation: Implement a holistic approach to experience assessment that goes beyond Forbes ratings, ensuring we maintain high standards and address areas for improvement internally.

Data-Driven Decision Making: Advocate for data-backed decisions, emphasizing the importance of business cases over intuition in strategy formulation.

Guest Profile Enrichment: Ensure all feedback channels contribute data to individual guest profiles, harnessing insights for bespoke personalization during future visits.

Real-Time Solutions: Deploy systems that leverage real-time feedback, enabling swift action to address potential service challenges before they escalate.

Operational Experience Process Optimization: 

Operational Assessment: Conduct regular and thorough reviews of our guest experience delivery systems, identifying areas of inefficiency, stress, or potential improvement.

Guest Feedback Integration: Pair operational assessments with guest feedback, ensuring our processes not only run smoothly but also align with guest expectations and desires.

Task Force Leadership: Lead cross-functional teams or task forces aimed at resolving specific