Jamul Casino is San Diego’s newest, closest, and most genuinely entertaining casino. Since its opening in October of 2016, Jamul Casino has been growing tremendously. It offers seven diverse restaurants, over 1600 of the latest slot games, 50 table games, a Poker Room, award-winning steakhouse, live entertainment, event space, and stunning back country views. Additionally, we are about to introduce a brand-new luxury hotel offering 200 rooms that also includes full-service spa and salon along with a rooftop pool deck – all opening in the early part of 2025.

Jamul Casino offers a fun atmosphere that feels like home while maintaining the highest service standards, team member satisfaction, and generous rewards while remaining a responsible and contributing member of our community. It is committed to supporting team members’ well-being through a comprehensive benefits package and various programs that help personally and professionally. As a Genuinely Generous Employer, Jamul Casino offers fun incentives, team member appreciation days, relaxation nooks, a Zen room, a team dining area for everyone to enjoy, and much more. It’s no wonder Jamul Casino has been recognized as a Best Place to Work in 2023 by San Diego’s Business Journal.

Essential Duties and Responsibilities
The following and other duties may be assigned as necessary:

Oversee and support the Guest Relations Specialists in all aspects of their roles, ensuring the team delivers exceptional service. Lead by example in answering incoming calls and providing the highest level of service during all interactions, using proper greetings while demonstrating genuine interest to ensure guest satisfaction. Responds to guest questions in a professional manner and follows enterprise standards. Manage the room reservations process, ensuring accuracy and adherence to professional verbiage and etiquette. Maintain an accurate inventory of available rooms, room assignments, and accommodate guest preferences when possible. If preferences are not available, provide suitable solutions or alternatives. Block rooms as well as pre-block for special groups as needed. Ensure the accurate entry of special requests into the system and monitor these requests to ensure they are fulfilled. Tailor every interaction with guest needs and assist in making room recommendations. Oversee the handling of all incoming calls, ensuring proper phone etiquette with a cheerful and pleasant voice; ensure voice mails are reviewed and responded to in a timely manner. Address escalated guest concerns, ensuring they are resolved promptly, courteously, efficiently, and with a sense of urgency. Communicate all guest concerns to the Hotel Manager and other relevant departments, ensuring issues are resolved quickly and effectively. Train and mentor Guest Relations Specialists, providing guidance and support to enhance their performance. Maintain up-to-date knowledge of the Sweetwater Rewards program, promotions, events, hours of operations of venues, etc., so that guests receive accurate and prompt information when requested. Input comment card information for tracking and reporting purposes and ensure the timely follow-up on guest feedback. Perform other job-related and compatible duties as assigned and needed.

Requirements/Qualifications/Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or equivalent Minimum of 2 years of experience in guest service/hospitality, with at least 1 year in a supervisory or leadership role. Hotel room sales experience preferred Ability to lead and motivate a team, providing clear instructions and support. Strong interpersonal skills Must possess a friendly and outgoing demeanor Bilingual in a foreign language preferred Must have the ability to operate computer/computer software programs, copy machines, computer printers/embossers, and other office equipment Excellent telephone etiquette, verbal, and written communication skills required Must have schedule flexibility, including evenings, weekends, holiday shifts, and overtime when needed

Certificates, Licenses, Registrations
Team members must be able to qualify for licenses and permits required by federal, state, and local regulations.

Ability to earn and maintain a Gaming License. Physical Requirements/Work Environment/Skills
The physical demands and working environment described here are representative of those that a team member encounters and must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Role to be performed on the Jamul Casino Resort property Must be able to sit or stand at a desk for up to 6 hours a day (stand-up desks will be provided) Must be able to lift to 15 pounds on a regular or continuing basis This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, listening, and hearing ability, and visual acuity Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone. Must be able to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces. Team members could be exposed to an environment containing unrestricted second-hand tobacco smoke. Ability to read and communicate verbally in English. Written communication skills in English may also be required. Additionally, Spanish and/or Tagalog language skills highly preferred. Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Excellent typing skills. Enough to clearly and professionally communicate in writing.