March 15, 2019

Guestpath Coordinator,Delaware North-Cross Lanes


  • 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


  • 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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