Essentials Retail Concierge (Part - Time)

Summary

The Essentials Retail Concierge provides exceptional guest service by assisting with shopping, retail experiences, and personalized shopping recommendations within the resort’s retail outlets. The role is designed to enhance the guest experience by offering expert guidance on resort boutiques, shops, and special merchandise; as well as coordinating purchases and delivering high-level service. The Essentials Retail concierge will also act as a liaison between guests and the resort’s food, beverage, and retail offers, delivering high-quality guest service while fulfilling guest requests. As the Essentials Retail Concierge, you will demonstrate and exemplify Jamul Casino Resort’s mission and values by embodying the acronym F.I.R.S.T. (Fun, Integrity, Respect, Service, Team) providing AAA 4 diamond standards of service to our guests.

Essential Duties and Responsibilities

 1.       Guest Assistance & Personalized Shopping Service:

1. • Greet and engage with guests, offering personalized recommendations based on their preferences and needs.
   • Provide guests with detailed information about the resort’s retail outlets, including available products, seasonal collections, and exclusive items.
   • Offer advice on gift ideas, souvenirs, and luxury items based on guest interests and requests.
   • Help guests navigate retail offerings within the resort, ensuring they have a pleasant and seamless shopping experience.

2.       Product Knowledge & Upselling:

1. • Stay updated on all retail merchandise, including fashion, jewelry, accessories, souvenirs, and luxury items.
   • Upsell premium or exclusive products and promotions to guests, offering tailored suggestions that enhance their stay.
   • Educate guests about special promotions, sales, or new arrivals in retail shops.
   • Assist with showcasing new arrivals or highlighting seasonal trends to increase sales and guest satisfaction.

3.       Order Coordination & Special Requests:

1. • Help guests place orders for specific products, arrange custom orders, or assist with locating hard-to-find items.
   • Coordinate with retail staff to ensure items are available and delivered to guests in a timely manner.
   • Facilitate gift-wrapping, customizations, or personalized items when requested by guests.
   • Handle special requests, including concierge services for high-end or unique retail items, and ensure timely follow-up and fulfillment.

4.       Guest Experience & Satisfaction:

1. • Anticipate guest needs by offering solutions to shopping-related inquiries, such as size availability, product features, or location of specific items.
   • Handle any guest concerns, exchanges, or returns with professionalism, ensuring all issues are resolved promptly and to the guest’s satisfaction.
   • Ensure that the guest experience is personalized, exceeding expectations.

5.       Sales & Promotions:

1. • Promote exclusive or high-demand products to encourage guest purchases.
   • Inform guests about loyalty programs, VIP benefits, and rewards they can access when shopping at resort retail outlets.
   • Ensure retail promotions and discounts are communicated clearly and effectively to enhance guest purchases.

6.       Retail Operations Support:

1. • Assist with stocking retail items, arranging displays, and ensuring that products are well-organized and visually appealing.
   • Support the retail team with inventory management, including maintaining accurate records of stock levels and assisting with inventory counts when needed.
   • Coordinate with retail managers and staff to ensure smooth operational flow and availability of products.

7.       Coordination with Other Resort Departments:

1. • Work closely with the front desk, concierge, and other resort departments to ensure cohesive experience for guests, including handling special requests related to retail services.
   • Collaborate with event planning teams to support retail-related activities or gift offerings for special events such as weddings, VIP events, or group functions.

8.       Other Duties:

1. • Assist with retail-related events or pop-up shops as needed, including product demonstrations or launch events.
   • Provide general resort information and assist with bookings or reservations for activities beyond retail, such as dining, spa services, or excursions.
   • Perform other duties as assigned by the Retail or Concierge Manager to enhance the guest experience.
   • Perform host duties as needed for hotel restaurants and bars.
   • Other duties and responsibilities may be assigned as necessary.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High School diploma or equivalent
• One-year related experience and/or training preferred

Certifications

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

·         Ability to earn and maintain Gaming License. 

·         Ability to earn and maintain TiPS certification.

·         Ability to earn and maintain RBS certification within 30 days of employment.

·         This position is not part of the current bargaining unit.

Physical Demands

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.

·         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.

·         Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.

·         Sufficient strength to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.

·         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 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.