Our Exciting Work Environment
Excitement awaits our guests at Jake's 58 Hotel & Casino! Located off exit 58 of the Long Island Expressway, just 10 minutes from Long Island MacArthur Airport, Jake's 58 welcomes our guests with service that's unforgettable. Whether dining in our bistro or having a drink at the bar, taking in a getaway in one of our 278 rooms, or experiencing the excitement of our gaming floor, Jake's 58 is conveniently located to serve almost 3 million people on Long Island.
Responsibilities and duties
Responsible for the implementation, measurement, monitoring and training of the Delaware North GuestPath Customer Service Program.
Coach Managers and associates as needed. Train, implement and measure GuestPath Program. Identiy and certify GuestPath trainers for the property.
Communicate GuestPath results to associates and management. Coach management and associates on improving GuestPath results and facilitate programs to close gaps identified in our service delivery.
Work collaborately with Corporate GuestPath Business Partners to continually imporve and update GuestPath programs and standards. Ensure property meets all standards as required.
Responsible for implementing and adhering to GuesPath budget. Must provide GuestPath Reports and analysis monthly and quarterly.
Develop, implement and track rewards and recognition programs to meet company standards and to inspire associates and managers. Responsible for design and updates of all communication methods of GuestPath, to include but not limited to GuestPath TV, bulletin boards, graphics, and employee newsletter
Reporting analytics, for the client and the property to identify gaps and develop programs to correct. Ensure a closed loop system is in place to prevent future deficiencies. Use SMG and Revinate websites to ensure all guest complaints and comments are identified and answered.
Other duties as assigned.
Qualifications and Education Requirements
Associate's Degree in Marketing, Sales, Business or related field preferred
3-5 years' experience in Guest Service Training
Training Software experience
Gaming and Hospitality environment experience preferred.
Must be able to obtain a New York State Gaming License
Delaware North Companies