REDESIGN THE GUEST EXPERIENCE. ELEVATE THE OPERATIONAL STANDARD.

The Business Process Specialist plays a critical role in optimizing guest experience and operational efficiency within a fast-paced hospitality and entertainment environment. This position is responsible for analyzing, redesigning, and enhancing service and operational processes across departments such as hotel operations, gaming, food & beverage, marketing, and guest services. Working closely with cross-functional teams, this role bridges strategic insight with frontline execution to streamline workflows, eliminate inefficiencies, and ensure memorable guest experiences.

GUEST JOURNEY + EXPERIENCE ANALYSIS

• Map and analyze guest service journeys and associated back-end workflows (e.g., check-in/check-out, reservations, loyalty programs, gaming, dining, events) to identify improvement opportunities.
• Shadow key departments (e.g., front desk, casino floor, F&B, housekeeping) to deeply understand operational realities and identify service and process gaps.
• Assist with Guest and Associate research, including interviews, shadowing, focus groups, and surveys to uncover pain points, expectations, and innovation opportunities.

Please refer the Job description for details