Customer Xperience Specialist

Closing Date: June 13, 2025 at 4:00 PM

Salary: Depending On Experience (DOE)

POSITION SUMMARY

At Gila River Resorts & Casinos, we take pride in delivering exceptional guest experiences that define luxury hospitality in Arizona. The Xperience Specialist plays a key role in building and maintaining guest relationships, ensuring every interaction reflects elevated hospitality standards. This position serves as a guest service ambassador, assisting in service recovery, training, and recognition programs while actively supporting Forbes Five-Star standards and the Connect Method of hospitality.

As a specialist-level role, the Xperience Specialist will develop proficiency in guest engagement strategies, work under moderate supervision, and exercise independent judgment within defined procedures to enhance service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Guest Engagement & Service Recovery:

• Promotes and delivers excellent guest hospitality, fostering positive experiences for both internal and external guests.
• Assists the Senior Xperience Specialist in responding to guest feedback from comment cards, email correspondence, secret shopper reports, and other guest sentiment sources.
• Swiftly resolves guest concerns, ensuring all service recovery efforts align with Gila River Resorts & Casinos’ high standards.
• Follows up with guests to guarantee satisfaction, documenting interactions to identify service trends and areas of improvement.
• Identifies semi-routine service challenges, applying standard procedures and escalating complex issues as needed.

Training & Hospitality Development:

• Leads departmental hospitality training sessions, including formal training, huddle attendance, and micro-sessions to reinforce guest service excellence.
• Supports the Senior Xperience Specialist in executing weekly guest service focuses, ensuring team members stay aligned with Forbes Five-Star standards.
• Demonstrates and reinforces the Connect guest service standards, providing real-time coaching and recognition for outstanding guest interactions.
• Assists in training new team members, introducing them to hospitality best practices and service expectations.

• Encourages team engagement by identifying and celebrating guest service excellence across the enterprise.
• Collaborates with department managers and team members to enhance service communication and elevate the guest experience.

Operational Responsibilities & Data Analysis:

• Maintains hospitality levels at one to two properties, ensuring each location meets the brand’s elevated guest service expectations.
• Assists in gathering and analyzing guest service data, identifying key trends that impact guest satisfaction.
• Provides insights and suggestions based on Medallia reports, guest correspondence, and service audits.
• Begins to contribute to team objectives and operational outcomes, supporting the execution of key hospitality initiatives.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree preferred with 2-5 years of experience in guest services, hospitality, or luxury resort operations.
• Strong knowledge of guest service principles, training facilitation, and service recovery techniques.
• Ability to work independently within defined guidelines, making real-time decisions to enhance guest interactions.
• Comfortable working in a fast-paced hospitality environment, handling moderate complexity service challenges.
• Excellent communication skills, with experience in guest correspondence and hospitality training.
• Proficiency in guest experience platforms (e.g., Medallia, secret shopper reporting, and social media sentiment analysis).
• Availability to work flexible schedules, including evenings, weekends, and holidays, based on business needs.