Creator of Excitement & Quality Assurance

DescriptionJob Overview:The Creator of Excitement position is a management position that will report to the General Manager.

This individual will be the “face of fun” of the property to our guests, and the “service champion” to our team members.

This individual is tasked with creating fun and excitement on the casino floor that supports Wind Creek Hospitality’s Purpose and Values, while also engaging with our team members to reinforce exceptional service delivery. In the QA aspect, this individual will be responsible for the management and coordination of all Quality assurance initiatives, which may include but not limited to development and implementation of service standards, development and implementation of service audit processes, and promoting continuous service improvement throughout the entire property.Purpose:Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.Value System:Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.Duties and Responsibilities:Coordinates with property marketing to design, communicate and execute promotions designed to:

Create excitement and smiles on the casino floorEncourage guest participationIncrease rated playSurprise and delight guests (“Just Because” promotions)

Assists property marketing with the emceeing of special events and promotionsPartners with department heads to solicit feedback on how to improve our service deliveryDesigns creative ways to improve the property’s service deliveryContinually motivates and educates team members on service standardsDesigns and leads pre-shifts including role playing service behaviorsPerforms routine audits on our service program (G.E.T.T.)Partners with department heads to design and help execute departmental team member recognition eventsDesigns and helps execute property-wide team member recognition / celebration eventsFacilitates the corporate recognition program (real-time recognition)Assists Player Development in identifying un-hosted players with significant playEducates guests on Club membership and other promotionsIntroduces service standards to new hires conducts property tours

during new hire orientationOutreach with hospitality recruitment at local colleges and universities for internship opportunities.Designs and executes a service superstar team of GETT experts to facilitate and spread the message of our brand of hospitality.Designs and executes guest surveys that collect information regarding events, promotions and overall experienceDesigns and executes team member surveys that collect information regarding leadershipCompletes additional Purpose-supporting projects as assigned by senior leadershipAnalyzes the existing customer data to identify strengths and weaknesses in the organizationEvaluates all possible causes of service deficiencies and initiates corrective actionResearches best practices throughout the company that might improve service levels at Wind Creek Hospitality propertiesObserves service interactions and processes during peak service timesDevelops new service processes, standards, and measurementsInfluences functional area managers to implement new service processes and directivesExecutes multiple service requirements to completely understand the relationship and impact on the customer’s experienceRecognizes excellent service providers, supervisors, and managersAdvocates the removal of under-performing service providers, supervisors, and managers from positions that have a direct effect on guest experiencesDistributes QA reports based on voice of the guest feedback loops.Develops and implements a service training model for new hires and continuous service training programDelivers audit findings to management team; Assists with developing and implementing improvement plansProduces QA Micro learning tips for use in daily pre-shift meetings of staff.Manages and distribute Wind Creek Moment program and other recognition programs for team membersAwareness of competitive business trends and market researchJob Requirements:

(please ensure you meet the listed requirements prior to applying )High School diploma or GED–

requiredBachelor’s Degree in Related Field AND two (2) years Supervisory experience–

required

OR Four (4) years’ experience in a Management position–

requiredOR Three (3) years’ experience in a Supervisory position with Wind Creek Hospitality–

required

Five (5) years direct experience in a related field (marketing, public relations, advertising, promotions, motivational speaking, customer-focused service training, etc.)–

requiredThree (3) years direct experience in motivating large groups greater than 100 people in an energetic fashion (emcee, motivation speaker, etc.)–

requiredExperience with designing and delivering formal presentations–

requiredExperience with AAA Four & Five Diamond Lodging and Dining guidelines–

requiredTen (10) years’ experience in casino, hospitality, or luxury lodging–

requiredTwo (2) or more years of experience building service delivery models and a strong understanding of service delivery concepts-

requiredTwo (2) years of experience preparing service reports and research studies -

requiredTwo (2) years of experience in service analysis methodologies - requiredExperience with CMP- preferredMust have demonstrated the ability to lead groups or teams to accomplish common goalsBeing detail oriented, highly organized, and able to multi-task are criticalMust be able to overcome resistance to change and influence people, processes, product, environment, and technology changes in all areasMust be a good teacher, trainer, coach, facilitator, and collaboratorMust demonstrate the ability to work independently with little supervisionMaintain and portray a high level of energy and passion for improving all customer experiencesStrong technical knowledge and experience in Microsoft Word, Excel, and PowerPoint as well as data import/export capabilitiesCandidates must possess excellent analytical, organizational, problem-solving, critical thinking and decision-making skills; experience in evaluating root cause/effect analysisMust receive a “Golden Ticket” during the audition processMust possess the ability and courage to entertain large crowdsMust have strong written and verbal communication skills

(candidate may be required to pass a communications test or submit a sample of written communication)Proven track record in superior customer service, teambuilding and conflict resolution requiredMust have excellent interpersonal skillsMust be self-motivatedMust be able to work in a fast-paced environment and meet deadlinesExperience in analyzing and presenting data requiredMust be willing and able to work various hours and days, including nights, weekends, and holidaysMust be able to walk for the duration of the shift and at times may have to bend, stoop and kneelMust be able to lift and/or move up to 30 pounds- requiredCandidate must pass a computer skills testMust be able to work independently with little supervision, as well as part of a teamMust be organized, detail-oriented and able to prioritize work on multiple projects simultaneously.Must be willing to travel and participate in training as recommended or requiredMust have an Occupational License (or the ability to obtain and maintain a license) pursuant to the Illinois Gaming Act and remain in good standing with the Illinois Gaming Board as a requirement for this positionOnline applications are accepted at http://www.windcreekhospitality.com/Careers. For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.