Director of Guest Experience

Director Of Guest Experience

Job Purpose or Objective(s) : The Director of Guest Experience is responsible for leading efforts to enhance service standards, guest satisfaction, and brand alignment across all Choctaw Nation properties. This role champions the guest experience vision, implements feedback-driven improvements, and collaborates cross-functionally to ensure consistent, high-quality service. The Director manages short- to mid-term guest experience strategies, oversees data-driven performance initiatives, and fosters a culture of service excellence aligned with the Nation's core values.

Primary Tasks :

• Champion the guest experience strategy across departments, ensuring alignment with the organization's brand standards and long-term service objectives.
• Collaborate with leaders across all 10 counties to implement guest experience strategies that drive consistency, service improvements, and operational excellence.
• Lead the development and delivery of guest experience training programs, ensuring they reflect brand values and are integrated into broader organizational training initiatives.
• Oversee guest feedback collection and insights processes, including surveys and commentary tools; translate results into action plans and service recommendations.
• Represent the guest perspective in internal planning discussions related to events, new offerings, facility updates, and service enhancements.
• Identify, communicate, and implement service improvement opportunities, partnering with operators to share best practices and measure impact.
• Manage communication tools and SOP documentation to ensure consistency and accuracy across properties, including periodic regional check-ins and updates.
• Lead and develop the Guest Experience team, providing coaching, performance management, and ongoing professional development.
• Monitor and report on key performance indicators (KPIs) related to guest satisfaction, loyalty, and service standards to inform leadership decisions.
• Perform other responsibilities as assigned.

Requirements :