Guest Experience Specialist

Join to apply for the Guest Experience Specialist - Maryland role at Live! Casino & Hotel Maryland

Min Compensation USD $54,000.00 / Yr.

Max Compensation USD $66,375.00 / Yr.

As a Guest Experience Specialist, you’ll be the voice of Live! Casino and Hotel—responding to guest inquiries, resolving issues with professionalism, and ensuring every interaction reflects our high standards. Through accurate communication, problem‑solving, and attention to detail, you’ll play a vital role in building loyalty and creating memorable experiences for every guest.

We are looking for a dedicated professional who can handle daily guest interactions with empathy and efficiency.

• Handle daily operating tasks of data entry, records management, and reporting.
• Respond to or assign large quantities of guest issues/questions via InMoment within defined due dates.
• Perform problem resolution including service recovery via customer interaction (e.g., letters, phone calls, email).
• Use discretionary decision making and independent judgment in determining resolution through free slot play, table play, meals, or other methods when applicable (G2 or G).
• Communicate information related to the Live! Rewards Program such as offers, comps (redemption/earnings), tier benefits, Live! Rewards Partners and much more.
• Document and solve tier‑level customer inquiries in a professional and timely manner.
• Track and communicate various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers.
• Handle distribution of customer feedback to appropriate properties and departments.
• Report on service scores on a weekly basis to operational leaders.
• Track quarterly scores to recommend quarterly baselines to GM.
• Prepare and report out on our monthly Secret Shops.
• Maintain the strictest confidentiality on all matters relating to operations and personnel matters.
• Work with department's budget and financial data and is responsible for ordering supplies and managing Guest Experience inventory.
• Act as a role model (upbeat and positive) and present oneself as an asset to Live! Casino Hotel and encourage others to do the same.
• Perform special projects and other tasks when requested.
• Have a working knowledge of all Live! Casino & Hotel Maryland operations.
• Complete all tasks assigned by the Director of Guest Experience.

• Full knowledge and understanding of the Live! Rewards Program.
• Proficient in Microsoft Office, ability to type 50 WPM.
• Excellent grammar, spelling and writing skills.
• Positive, solutions‑oriented, extremely helpful; able to remain calm in difficult situations.
• Ability to multitask in a fast‑paced environment being extremely organized.
• Ability to work a flexible and irregular schedule including weekends, evenings, and holidays.
• Ability to express ideas or make recommendations concerning job‑related issues; learn specific job duties and complete detailed work assignments; maintain knowledge of basic concepts and techniques.
• Ability to prepare and deliver presentations before public and private audiences.
• Ability to perceive quality of work, read material, and review documents; receive instructions and hear inquiries from guests, clients, or staff.
• Problem‑solving, preferably in a hospitality‑focused or customer‑service environment.
• Flawless professional attendance and work ethic.

• High School Diploma or General Education Degree required.
• Must be able to obtain and maintain the necessary license as mandated by the Maryland Lottery and Gaming Control Agency.

• 24/7 high‑energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees.
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

• Comprehensive group health benefits for full‑time and part‑time Team Members and their eligible dependents.
  • Free Basic Life Insurance
  • Free Short‑Term & Long‑Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On‑site Wellness center for Team Members and eligible dependents (Maryland…