Guest Experience Analyst

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Check out this video for more information on our great company!

About our property:

Welcome to OKANA Resort and Indoor WaterPark. Located along the picturesque Oklahoma River in the vibrant Horizons District, near downtown Oklahoma City, OKANA Resort & Indoor Water Park offers exceptional career opportunities. Conveniently situated with a dynamic indoor waterpark, over 400 well-appointed guest rooms and suites, including premium riverfront accommodations, a range of dining options, and extensive meeting and event spaces spanning 30,000 square feet, OKANA provides a unique setting for a rewarding career journey. Shape your career in the heart of Oklahoma City at OKANA. Join us to contribute to our distinctive atmosphere and foster your personal and professional growth. Be a part of OKANA Resort & Indoor Water Park, where your career aspirations meet a world-class destination. #BMC-Okana

What you will have an opportunity to do:

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Check out this video for more information on our great company!

The Guest Experience Analyst is the Guest Experience Champion is responsible for monitoring, analyzing, and responding to all forms of guest feedback, including online reviews, social media comments, and internal guest satisfaction channels. This role serves as the voice of the guest across departments and ensures that feedback is acknowledged, shared with relevant teams, and used to drive continuous improvement. The ideal candidate will be both analytical and empathetic, with a passion for hospitality, storytelling, and protecting the brand's online reputation. The OKANA Resort is part of Pyramid Global Hospitality, a leading hospitality company that offers career opportunities and has a steadfast commitment to putting people first.

• Guest Feedback Oversight:

Monitor, collect, and analyze guest reviews from platforms such as Google, TripAdvisor, Expedia, Booking.com, Yelp, and others.

• Reputation Management:

Respond to all online guest reviews and social media comments in a timely, professional, and brand-aligned manner, showing empathy and a commitment to service recovery where applicable.

• Social Listening & Engagement:

Track social media mentions, hashtags, and tags related to the resort, engaging with guests and flagging opportunities or concerns.

• Internal Reporting:

Create weekly and monthly feedback reports with insights and trends for leadership and operational teams. Highlight praise, concerns, and areas for improvement.

• Cross-Department Collaboration:

Partner with department heads to ensure timely resolution of guest concerns and that positive feedback is celebrated and shared.

• Voice of the Guest Advocacy:

Champion the "voice of the guest" across the resort, ensuring that guest feedback is central to operational planning, training, and service culture.

• Daly VIP Arrival Review:

Double check daily VIP arrivals ensuring room assignment, welcome amenities are set, readiness of the room and do final VIP room inspections. Flag to other departments whatever support is required, e.g. Retail amenities, Waterpark cabana reservations, restaurant or SPA reservations, etc.

• Post stay Guest Support:

Champion for post stay guest support to include assisting with billing concerns, after stay service recovery efforts, creating Revinate tickets and delegation for action to the various operations leadership team.

• Process Improvement:

Develop and enhance processes for capturing and responding to guest feedback internally, ensuring all touchpoints (email surveys, QR codes, follow-up calls) are optimized.

PERFORMANCE STANDARDS

• PEOPLE: Interact with people according to Pyramid Global Hospitality's values, which are centered around putting associates first. Instill a servant culture which is focused upon partnering and supporting all members of the team.
• CUSTOMER SERVICE: Meet service quality standards that affect guest satisfaction; respond to guest questions or problems in a timely, professional manner.
• WORK HABITS: Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints.
• PERSONAL DEVELOPMENT: Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job.
• SAFETY AND SECURITY: Be alert to hazards and responsible in carrying out hotel's safety, security, and emergency procedures; suggest ways to improve safety conditions that reduce or prevent accidents and injuries; participate on safety committee or other special projects for safety; actively seek and report potential security risks or hazardous conditions.
• CONCIERGE OPERATIONS: Respond to guest requests for assistance and information professionally and promptly, demonstrate knowledge of local area and attractions; maintain daily logs; coordinate deliveries with other departments; coordinate transportation needs for guests, refer only attractions, restaurants and events of acceptable quality.

ESSENTIAL FUNCTIONS

• Constantly. Have knowledge of the Hotel's daily operations, banquets, meeting room rates, functions of the day, hours of operation and surrounding area.
• Constantly. Maintain work areas clean and organized.
• Constantly. Log all activities including guest comments.
• Constantly. Provide information to guests about the local area to include directions, places to eat, attractions, transportation, shows and childcare.
• Constantly. Report all unsafe conditions immediately.
• Constantly. Respond to requests from guests for assistance and information.
• Frequently. Communicate special events, guest needs and other items of interest to employees.
• Frequently. Deliver messages for guests.
• Frequently. Ensure that food presentation is stocked, fresh, and presentable.

PHYSICAL REQUIREMENTS

• SITTING: Constantly. Padded office chair with back. Can alter position as needed.
• STANDING/WALKING: Occasionally. Padded carpet, tile, stairs, concrete, linoleum, rubber mats.
• CROUCHING (BEND AT KNEES): Occasionally. Retrieving files and supplies from low storage.
• KNEELING/CRAWLING: Rarely.
• STOOPING (BEND AT WAIST): Occasionally. Filing and stocking low storage.
• TWISTING (KNEES/WAIST/NECK): Occasionally. Data entry while talking on phone.
• CLIMBING: Occasionally. Stairs, foot stool.
• BALANCING: Occasionally. Delivering amenities.
• LEG/FOOT USE: Rarely.
• REACHING (OVERHEAD/EXTENSION): Occasionally. Stocking, placing items in overhead cabinets.
• HANDLING/GRASPING: Occasionally. Preparation of amenities, use of writing utensil for notes.
• FINGERING/FEELING: Occasionally. Data entry.
• PUSHING/PULLING/LIFTING: Occasionally. Average weight: 5 lbs.; maximum weight: 25 lbs.

USE OF SENSES

• TALKING IN PERSON: Constantly. Public, guests and employees.
• TALKING ON TELEPHONE: Constantly. Public, guests and employees.
• OTHER SPEECH REQUIREMENTS: Rarely.
• HEARING IN PERSON: Constantly. Public, guests and employees.
• HEARING ON TELEPHONE: Constantly. Public, guests and employees.
• OTHER HEARING REQUIREMENTS: Rarely.
• NEAR VISION: Frequently. Corrected to 20/40 for data entry.
• FAR VISION: Frequently. Corrected to 20/40.
• DEPTH PERCEPTION: Occasionally. Climbing stairs.
• COLOR VISION: Frequently. Arranging amenities, voucher colors.

MENTAL REQUIREMENTS

• INTERACTION WITH OTHERS/COMMUNICATIONS SKILLS: Constantly. Professionally deal with difficult situations/people.
• DEADLINES/SHIFT WORK/OVERTIME: Constantly. Meet deadlines as required. Meet multiple priorities of business demands. Adjust to schedule changes, cover shifts on short notice.
• FLEXIBILITY: Constantly. Varied tasks under varied conditions. Unlimited spectrum of requests.
• PACE: Frequently. Must change pace as business demands.
• HIGHLY REPETITIVE WORK: Occasionally. Similar tasks.
• ATTENTION TO DETAIL: Constantly. Correspondence, logbook and anticipating guest needs.

ENVIRONMENTAL SETTING

• SAFETY REQUIREMENTS (I.E., CLOTHING, SAFETY EQUIPMENT REQUIRED, ACTIVITIES PERFORMED): Constantly. Adhere to safety standards and procedures.
• EXPOSURES (FUMES, CHEMICALS, VIBRATIONS, HUMIDITY, COLD, HEAT, DUST, NOISE): Constantly. Computer terminal.
• OPERATION OF EQUIPMENT/TOOLS/VEHICLES: Frequently. Operating computer terminal and telephone.

What are we looking for?

Qualifications:

• Must be available to work a flexible schedule to include nights, weekends and holidays
• High school diploma or equivalent
• Previous hotel or resort experience preferred
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift

Compensation:

$

• $

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.