SR. Manager OF Guest Services

JOB DESCRIPTION

SR. MANAGER OF GUEST SERVICES (CAGE AND CLUB)

At Jamul Casino, we are committed to providing a genuinely fun experience for our valued guests, and our Guest Services team plays a pivotal role in exemplifying our Service Commitment. Under the direction of the VP of Finance/ CFO, the Sr. Manager of Guest Services is responsible for the leadership, management, and supervision of all aspects of the Guest Services department. Exhibiting the highest degree of professionalism and Service Commitment, the Sr. Manager of Guest Services is expected and empowered to ensure that the highest levels of service standards are maintained throughout the department. The right candidate will be self-motivated, strategic, and results oriented.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Provides overall management of team members and daily operations of the Cage, Vault, Credit, and Player's Club; monitors and evaluates operational effectiveness, effects changes required for improvement, and identifies key drivers of success.
• Exemplifies Jamul Casino's commitment to guest service and applies the standards in the daily interactions with guests, team members, and other departments. Serves as a role model for providing all phases of high-quality guest services and ensures the delivery of service excellence to our guests.
• Implements and manages an effective Cage and Club plan, working with the Director to determine current and future objectives.
• Administers all programs, policies, and procedures for the all areas within the scope of the department's responsibilities.
• Works closely with the Marketing Department to ensure the Sweetwater Rewards Club programs and promotions are executed in accordance with the property's marketing objectives.
• Works closely with the casino's other operational departments to provide input and feedback, and continuously exchange information throughout the shift as necessary to ensure optimal casino performance.
• Develops innovative and creative services to meet or exceed the requirements of our guests.
• Provides continual supervision, assistance, support and inter-departmental coordination to all team members and guests as necessary to achieve operational, and guest service expectations.
• Effectively manages guest relations, while exercising patience, tact and diplomacy. Resolves service issues and complaints timely and effectively.
• Performs continual observations and inspections of shift activity, as well as reports findings and recommendations for improvements to operational effectiveness, proper staffing levels, and team member effectiveness and performance.
• Conducts regular visits of each operational area and proactively converse with guests and team members to promote and facilitate the company's service commitment.
• Supports hiring, performance management, and team member engagement within the department. Provides training opportunities, constructive and positive feedback at all levels with the goal of creating a motivating environment.
• Ensures compliance with all appropriate federal, state, and local laws and regulations, as applicable.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to Director.
• Responsible for proper security and accountability of all assets and oversees balancing of all cage banks.
• Promotes a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
• Maintains strict confidentiality in all departmental and company matters.
• Performs all other job-related duties as assigned.

QUALIFICATION REQUIREMENTS

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. Must be at least 21 years of age.

• Minimum 7 years of experience in a leadership role required, with knowledge of the cashier and player's club operations preferred, or equivalent combination of education and experience.
• Must be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
• Must have excellent verbal and written communication skills.
• Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Must have the ability to interact with guests, team members, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
• Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems).

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities.

• Responsible for staff development and training programs.
• Responsible for rewards and recognition program to maximize team member engagement.
• Evaluates team members within department and delivers constructive feedback to team members regarding performance.
• Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
• Manages work procedures and expedites workflow.
• Provides recommendation for team member performance (disciplining, coaching, and counseling).

CERTIFICATES, LICENSES, REGISTRATIONS

Team member must be able to qualify for licenses and permits required by federal, state and local regulations.

• Must successfully complete TIPS training.
• Must possess a valid driver's license and have acceptable driving history.

LANGUAGE SKILLS

Ability to read and interpret documents In English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance. Must be able to efficiently and accurately count money and gaming chips and make a change. Possess the ability to operate an adding machine and have basic computer skills.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here represent those that must be met by a team member to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The team member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here represent what a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud. Team member will be exposed to an environment containing unrestricted secondhand tobacco smoke.