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Guest Experience Manager Resume Example

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GUEST EXPERIENCE MANAGER
Professional Summary
Knowledgeable marketing professional with 2 1/2years in developing, implementing and managing public relations strategies and activities. Superb communication skills with talent in developing innovative public relations and marketing strategies.
Skills
  • Strategic management
  • Event planning
  • Community outreach
  • Talented public speaker
  • Personable and friendly
  • Strong written and verbal communication skills
  • MS Office
  • Analytical
Work History
03/2013 to Current
Guest Experience ManagerIsle of Capri Casino Hotel – Boonville, MO
  • Managed and analyzed guest feedback daily through all mediums including website surveys, comment cards, social media, email or other modes of feedback.
  • Compiled and shared all feedback received in an organized presentation to unit Leaders and senior management on a weekly basis.
  • Identified areas of performance improvement that will have the biggest impact on improving customer service &/or operational efficiency.
  • Used root cause analysis to support unit leaders to identify systematic or operational guest experience inadequacies
  • Developed actionable goals, appropriate utilization of resources, tangible measurements, and audit follow up processes to close the loop on information gathered from guest's engagement.
  • Supported unit leaders with project development, competitor analysis, and the appropriate distribution of capital resources to be presented to the Vice President and the Executive Team.
  • Developed training programs for new hires and existing team members.
  • Managed internal, external and crisis communications.
  • Coordinated and managed sponsorships and sponsorship activation.
05/2011 to 03/2013
Guest Services Representative/Digital Marketing SupervisorIsle of Capri Casino Hotel – Boonville, MO
  • Researched, planned, and executed marketing promotions.
  • Managed social media accounts (Facebook, Twitter, Foursquare)
  • Coordinated advertising projects, including video and photo shoot
  • Worked in a dynamic environment with changing requirements and schedules that demanded creative, hard working, and dedicated individuals to be successful.
  • Consulted with advertising agencies to arrange promotional campaigns in all types of media.
  • Drafted and edited content for organizational publications, including employee newsletters.
  • Achieved company objectives by leveraging internal resources and collaborating with colleagues.
  • Wrote and edited articles, web content, advertising copy, periodicals and publications for internal and external audiences.
  • Represented the organization to customers and the public.
  • Coordinated and managed sponsorships and sponsorship activation.
05/2010 to 08/2010
InternAmerican Cancer Society – St. Louis, MO
Education
May 2011
Bachelor of Science: Business Administration-Marketing
University of Missouri - Columbia, MO
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Resume Overview

Companies Worked For:

  • Isle of Capri Casino Hotel
  • American Cancer Society

School Attended

  • University of Missouri

Job Titles Held:

  • Guest Experience Manager
  • Guest Services Representative/Digital Marketing Supervisor
  • Intern

Degrees

  • Bachelor of Science : Business Administration-Marketing

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