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.