Job description

Description
Job Purpose or Objective(s): The Director of Resort Services Operations oversees the Resort Services department operation, including hotel reservations, VIP Services, Resort Services Specialists, and the Resort Contact Center. The Director position focuses on providing a superior guest experience for both in-house guests, those booking for future arrivals & to improve loyalty and growth across the Choctaw Casinos and Resorts brand.
Primary Tasks:

• Oversee all Resort Services operational activities ensuring team members deliver a best-in-class experience measured through guest satisfaction scores and other key performance metrics.

• Establishes strategies to meet or exceed all Resort Services performance KPIs, amends strategies as needed to obtain expected results.

• Continuously evaluates existing Resort Services processes and identify areas to be improved through additional training, process improvements, workflow enhancement or technology.

• Develop an accountable operating model delivering a superior guest experience with transparent and regular performance reporting to Senior Leadership.

• Development and implementation of all operational strategies. Ensures that performance, culture and overarching Resort Services controls and processes are aligned with the tribe and client objectives.

• Leverage current technology & applications by examining unexplored features.

• Identifies new industry trends and technology solutions to enhance current system sand processes. Leads all Resort Services technology enhancement projects.

• Responsible for the training and development of all Resort Services team members creating a confident, professional team capable of delivering a quality guest experience and delivering exceptional results.

• Develop department initiatives that include skill set development for associates.

• Other duties as may be assigned.

Required Education, Skills and Experience:
MINIMUM

• Bachelor’s Degree or equivalent combination of education and experience

• Excellent service, communication, and organizational skills

• Ability to effectively present potential initiatives to executive team

• Must possess excellent computer skills and knowledge of call systems

• Effective prioritization skills

• Objective analytical skills

• Reliable ownership and follow through skills

• Ability to interpret Resort Services statistics

• Ability to handle sensitive information in a confidential manner

• Ability to model the way

• Ability to provide a luxury experience while engaging in every conversation with associates and guests

• Ability to communicate effectively in one-on-one, small group, and large group situations

• Ability to read, write, and communicate verbally in English

• Five (5) years’ experience Contact Center management experience in a high-volume luxury environment

TARGET

• Bachelor’s Degree or equivalent combination of education and experience

• Excellent service, communication, and organizational skills

• Must possess excellent computer skills and knowledge of call systems

• Effective prioritization skills

• Objective analytical skills

• Reliable ownership and follow-through skills

• Ability to interpret call center statistics

• Ability to handle sensitive information in a confidential manner

• Ability to model the way

• Ability to provide a luxury experience while engaging in every conversation with associates and guests

• Ability to communicate effectively in one-on-one, small group, and large group situations

• Ability to read, write, and communicate verbally in English

• 8 plus (8 ) years’ Contact Center management experience in a high-volume luxury environment

#LI-DNI
Job Hospitality
Primary Location OK-Durant
Work Locations Resort Services 2101 West Arkansas Street Durant 74701
Organization Gaming
Schedule Regular
Full-time
Day Job
Job Posting 08/16/2022, 8:35:21 AM
Req ID: 22009325

Job Type: Full-time

Pay: $85,000.00 - $90,000.00 per year

Ability to commute/relocate:

• Durant, OK: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• From the list, please list the programs you have experience using: Microsoft Word, Excel, PowerPoint, Outlook, Teams, Webex.

Education:

• Bachelor's (Required)

Experience:

• Hotel Hospitality: 1 year (Required)
• Casino: 1 year (Required)
• managing a remote team: 1 year (Required)
• Contact Center management in a high-volume luxury resort environment: 5 years (Required)
• Contact Center projects, implementation, and project management: 3 years (Required)
• Contact Center statistics & high-volume scheduling: 3 years (Required)

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