Guestpath Coordinator,Delaware North-Cross Lanes

Responsibilities:

• Responsible for the development, coordination and monitoring of training programs, including GuestPath at the property.
• Ensure compliance with all GuestPath Standards by conducting training sessions, pre-shops, self inspections, etc,
• Ensure GuestPath visibility at the facility (standards posters, reward programs, communication boards, post shop / e-survey scores, etc)
• Train management on assessing GuestPath compliance (how to conduct pre-shops, hold department meetings, monitor & address e-survey feedback positive & negative, etc)
• Administer, develop and ensure compliance with Management Action Plans (MAPS) to improve GuestPath scores
• Oversee GuestPath inventory (training supplies, reward programs, e-survey cards, etc)
• Identify training / service gaps and develop tools to assist the management team in addressing and improving those gaps / areas
• Develop, conduct and monitor all GuestPath training (USS, CUSS, Service Recovery, OSS, etc.)
• Identify and certify associates to become trainers
• Develop strategic and training plan logistics and with the GuestPath Business Partner
• Create, implement and manage rewards and recognition programs for GuestPath standards
• Coordinate and monitor all “Walking the GuestPath” program activities
• Work with all necessary personnel to identify training needs and develop training
• Oversee all unit GuestPath training sessions: ensure appropriate learning environment, review evaluations, provide support to unit facilitators
• Work collaboratively with GuestPath associates at the Corporate Office and other units
• Develop, conduct, recommend, and assist with training as needed
• Role model the GuestPath Universal Service Standards interacting positively through relationships with guests, coworkers, and supervisors displaying genuine concern and mutual respect for people’s needs
• Engage guests in conversation and make their experience memorable
• Greet guests positively, treating each person as an individual and in a professional manner
• Demonstrate skill in dealing with guest complaints, using active listening skills to defuse difficult and sometimes emotionally charged situations to maintain the guest’s goodwill
• Understand the goals and vision of the organization, and demonstrate commitment to those goals in terms of individual and team performance
• Prioritize tasks, handles multiple projects simultaneously, organize and delegate assignments
• Complete other duties as assigned

Qualifications:

• Two year Associates Degree in related field or equivalent experience
• GuestPath Master Trainer Certification preferred
• West Virginia Racing Commission License
• Three to five years experience in related field, or equivalent combination of education and experience.

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