Compensation: $60,000 to $99,000 per year

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.

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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.

What You’ll Own

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.

Design + Facilitation

Facilitate co-design sessions and process improvement workshops with hospitality, gaming, entertainment, and operations teams to uncover friction points and develop guest-centric solutions. Create and maintain standard operating procedures (SOPs), service blueprints, and experience maps to support operational consistency and excellence.

Data-Driven Improvement

Leverage NPS, CSAT, operational metrics, and qualitative insights to prioritize process improvements that drive guest satisfaction, loyalty, and revenue growth. Work closely with finance and leadership to quantify the impact of process improvements on KPIs such as guest satisfaction, revenue per guest, and operating margin.

Digital Enablement + Workflow Optimization

Partner with IT, property operations, and marketing to implement digital solutions (e.g., mobile check-in, self-service kiosks, loyalty integrations) that enhance the guest experience and streamline operations. Support implementation of automation and workflow enhancements that reduce labor-intensive tasks and improve service speed and quality.

Strategize, Quantify, + Present Results

Collaborate with finance to evaluate ROI of improvements—guest satisfaction, RevPAR, operating margin. Document and communicate project progress, roadblocks, and results to stakeholders, including senior leaders. Regularly present findings, improvement plans, and performance results to stakeholders and leadership teams in clear and engaging formats.

Strategic Alignment & Cross-Functional Support

Support strategic initiatives across departments, ensuring alignment between guest experience goals and internal capabilities.

You’ll Thrive If You

Think like a strategist, act like a change agent. See opportunities in complexity and are driven to simplify for impact. Communicate confidently and build alignment across diverse teams. Are fluent in turning guest insights into operational wins.

What You’ll Get

Growth + Support

Competitive salary and PTO Weekly pay and comprehensive medical, dental, and vision coverage 401(k) with generous match, paid parental leave, tuition reimbursement Birthday and milestone recognitions Support from forward-thinking leadership that values insight, curiosity, and impact

Culture + Clarity

A leadership culture rooted in Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty A team that believes good data leads to great experiences Clear priorities, strategic alignment, and visibility across the enterprise

What You Bring

Bachelor’s degree in Hospitality Management, Business, Operations, or a related field And/or a minimum of 5 years of experience in process improvement, guest experience design, or operations within hospitality, entertainment, or resort environments. Demonstrated knowledge with Lean, Six Sigma, or continuous improvement methodologies. Experience documenting service blueprints, SOPs, and process maps; proficiency with tools like Miro, Visio, or Lucidchart. Proficiency with tools such as Excel, PowerPoint, Power BI, Tableau, and/or generative AI research tools. Strong analytical and strategic thinking skills; familiarity with metrics like NPS, CSAT, RevPAR, ADR, and guest engagement. Solid understanding of Guest journey design and service excellence principles. Strong facilitation and collaboration skills; experience leading cross-functional workshops and change initiatives. A proactive, guest-first mindset with a passion for hospitality and operational excellence. Must be able to secure a license from the Gaming Regulatory Authority (GRA) Responsible for following all relevant Detailed Gaming Regulations (DGRs) Mille Lacs Band Member and American Indian preference will be exercised in the hiring process Apply Now Save this job Share: Email Tweet Facebook LinkedIn