Odawa Casino Resort
Job Description
Job Title:Guest Experience & Culture Manager
Reports to:Director of Human Resources
Department:Human Resources
Status:Non-Exempt (Seasonal)
Hourly Rate:$32.81 Hourly
Written:May 8, 2026
Job Summary: The Guest Experience & Culture Manager is a strategic leadership role responsible for driving business performance through service excellence, organizational culture, and team member engagement. This position elevates guest experience to a core enterprise priority by bridging guest-facing operations with people and culture initiatives.
As a highly visible brand ambassador, this role ensures alignment between service standards, operational execution, and cultural values. The Guest Experience & Culture Manager leads training initiatives, monitors key performance indicators (KPIs), resolves escalated guest concerns, and partners with leadership to deliver consistent, high-quality service that enhances guest loyalty and drives revenue growth.
This role maintains a strong, on-floor presence during peak periods to actively engage with guests, support team members, and model service excellence.
Primary Duties and Responsibilities:
Brand Ambassador (Internal & External Advocacy)
- Championing organizational culture by modeling company values in all interactions.
- Partner with Food & Beverage, Marketing, and Player Development to reinforce brand identity and service standards.
- Foster a guest-centric environment that strengthens loyalty, retention, and brand affinity.
- Promote consistent messaging and behaviors aligned with the organization’s service philosophy.
Service Culture & Strategy
- Develop, implement, and sustain a comprehensive service excellence strategy aligned with organizational goals.
- Ensure team members’ behaviors consistently reflect established service standards and expectations.
- Integrate people-focused strategies with business objectives to support growth and profitability.
- Promote a high-performance, ethical, and guest-focused culture across all departments.
Driving Revenue & Business Performance
- Develop and implement engagement strategies that positively impact guest retention and revenue growth.
- Support revenue initiatives through service-driven upselling and cross-selling practices.
- Collaborate with operational leaders to design promotions, events, and experiences that increase traffic and spending.
- Identify partnership and outreach opportunities to expand guest engagement and sales.
Training & Development
- Design and deliver comprehensive guest service training programs.
- Coach team members and leaders in service recovery, guest engagement, and revenue-generating behaviors.
- Partner with department leaders to ensure training aligns with operational priorities.
- Build team member accountability and competency in service excellence.
- Support leadership development to strengthen service delivery organization wide.
Exceptional Guest Service
- Create memorable, high-quality guest experiences that drive repeat visitation and loyalty.
- Maintain a visible presence on the floor during peak hours to engage guests and support Team Members.
- Resolve escalated guest concerns promptly and professionally.
- Analyze guest feedback, trends, and satisfaction metrics to drive continuous improvement.
- Ensure consistency in service delivery across all guest touchpoints.
People & Culture Management
- Promote a culture rooted in organizational values, engagement, and service excellence.
- Empower team members to make informed decisions that enhance the guest experience.
- Support retention and engagement initiatives through a positive and inclusive work environment.
- Analyze employee engagement data to identify trends and opportunities for improvement.
- Build leadership capability and accountability within operational teams.
Operations & Collaboration
- Maintains strong cross-functional collaboration with Operations, Marketing, Food & Beverage and Player Development leadership.
- Participate in the planning and execution of events to ensure exceptional service delivery and guest satisfaction.
- Conduct regular walkthroughs to assess and reinforce service standards.
- Serves as a strategic advisor to leadership on guest experience and culture initiatives.
- Provide operational support to address staffing or service gaps as needed.
Authority & Scope of Role
- This role operates with both strategic influence and hands-on operational authority to ensure consistent delivery of service excellence. The position is empowered to guide, influence, and hold teams accountable for guest experience standards across all departments.
Administrative Responsibilities
- Monitor and analyze KPIs, guest satisfaction data, and operational performance metrics.
- Prepare reports and provide insights to leadership on service performance and trends.
Compliance & Safety
- Ensure compliance with all regulatory requirements, policies, and company standards.
- Maintain strict confidentiality when handling sensitive information.
Other Duties as Assigned
- Perform additional duties and responsibilities as assigned to support departmental and organizational goals.
- Remain flexible to evolving business needs, including projects, initiatives, and operational priorities.
- Provide cross-departmental support during peak periods or special events.
Preference: Applies to Native Americans in accordance with applicable tribal law.
Minimum Qualifications
- Bachelor’s degree in hospitality management, Business Administration, Human Resources, or equivalent professional experience in lieu of a degree with 9-11 years of progressive experience in hospitality or gaming.
- Minimum of 5–7 years of progressive leadership experience in hospitality, casino gaming or resort operations, including at least 2-3 years in a management role.
- Proven experience in casino and hospitality service standards.
- Strong business acumen with the ability to connect guest experience strategies to revenue, profitability and player retention metrics.
- Advanced skills in service recovery and conflict resolution, particularly with high-value or escalated guest situations.
- Exceptional leadership presence with the ability to influence, coach, and drive accountability across all levels of the organization.
- Strong facilitation and training capabilities, including delivering engaging, behavior-based service training programs.
- Ability to balance strategic planning with hands-on operational execution in a fast-paced, guest-facing environment.
- Excellent interpersonal, communication, and presentation skills.
- Proficiency in Microsoft Office and experience with guest feedback platforms, CRM systems, and player tracking systems (e.g., casino management systems).
- Ability to work a flexible schedule, including nights, weekends, holidays, and peak business periods.
- Regular on-floor presence required, including extended periods of standing and walking.
- Ability to operate effectively in a fast-paced, high-volume, and highly visible environment.
- Exposure to loud and continual noise levels and a smoke-filled environment.
- Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.
