Customer Experience Manager - Dual Property

WE’RE CHANGING ENTERTAINMENT. COME JOIN US.

 

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

 

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

 

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

 

WE LOVE OUR WORK.

 

• This role will support both Hollywood Casino at Kansas Speedway and Argosy Riverside
• Provide friendly, fast, and helpful customer service to all guests and team members.
• Communicate service vision clearly and influence at all levels within the organization.
• Lead management and/or team member training related to Service Culture.
• Partner with the Human Resources on an as needed basis to design/create, integrate and lead training that enhances supervisor and team member behavioral skill sets.
• Analyze quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate critical touch points in the customer journey.  Convert data into useful and actionable information.

• Partner with operational departments to establish service standards and metrics.
• Work with the leadership teams to create service recovery programs.
• Use analytical skills to understand the correlation of service components that impact the customer experience.
• Use analytical skills and ability to influence key leaders during the development of service process standards, improvements, and measurements.
• Represent and communicate the customer’s views during intra-property meetings pertaining to service, event planning, and new product introductions.

• Design, develop and implement tools to facilitate service observations, direct service measurements, and informal customer interactions, in-order to evaluate effectiveness of key service delivery systems.
• Partner with functional areas to prepare for service delivery adjustments (e.g., employee scheduling, supplies, support teams, contingency plans) based on business volumes.
• Facilitate Customer Service meetings with property management teams & team members; motivating continuous improvement directed toward enhancing guest experiences. 
• Manages and communicates results of the property mystery shop program, electronic property guest service feedback system and all other forms of guest feedback.
• Prepares reports and/or special projects, which may include data collection, coordination, analysis, presentation, and distribution, etc.
• Reviews all property correspondence and/or guest communication, preparing and following through, in a timely manner.
• Communicates guest feedback on a regular basis to the Executive team and appropriate department leaders.
• Partner with Human Resources on creation and/or execution of team member recognition initiatives.
• Actively follow-up on each guest experience initiative and communicate status of all assigned projects on a regular basis.
• Must adhere to regulatory, department and company policies.
• Perform all job duties in a safe and responsible manner.
• Perform other job related and compatible duties as assigned.

BRING US YOUR BEST.

 

• Bachelor’s degree from an accredited four-year college or university; or equivalent combination of education and experience
• Must be proficient in Word, Excel, Access, Outlook and PowerPoint
• Must be able to obtain a gaming license
• Ability to initiate, follow-up on and, complete special projects as assigned
• Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property and corporate groups.
• Knowledge and application of positive customer experience concepts, principles and processes; ability to conduct guest needs assessment (critical to quality analysis, cost of failure analysis, root cause analysis), meet outstanding quality service sta