Coordinator Service Excellence, Full Time, Customer Service Assurance (Harrah's SoCal)

The Service Excellence Coordinator provides administrative and operational support to the Service Excellence Manager by coordinating guest feedback processes, maintaining reports, tracking service recovery activities, and supporting guest experience programs. This role works closely with property leaders to help route, document, and follow up on guest concerns, administer recognition and incentive programs, and maintain guest experience communications to support service excellence across the property.

Responsibilities

• Support the Service Excellence Manager with opportunities related to our Family Style Service standards and key performance indicator data.
• Review, research, log, share, and escalate guest feedback with property leadership teams.
• Partner with department leaders to resolve guest issues identified in Medallia, Yelp, Google, etc.
• Assist in resolving guest complaints escalated beyond department leadership.
• Administration of recurring guest feedback reporting.
• Administration of our team member verbatim incentive program.
• Administration and reporting for our Service Recovery program.
• Update property guest experience communications regularly.
• Assist the People & Culture department as needed

Qualifications

• Minimum 3 years customer service experience required
• Strong understanding of Excel, Word, PowerPoint, Copilot 

• Customer feedback system experience preferred 

• Highly organized with strong interpersonal and communication skills

• Able to prioritize competing demands and perform effectively in a fast-paced environment 

ADDITIONAL REQUIREMENTS

• Ability to read, write, speak, and understand English.   
• Must be able to operate a computer, and other electronics.   
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke.

Pay: $25 per hour

Preference is given to qualified Rincon tribal members and members of other federally recognized tribes.