Essential Duties and Responsibilities

The following and other duties may be assigned as necessary:

• Greet and welcome guests, ensuring a warm and professional first impression that aligns with Jamul Casino Resort’s hospitality standards and AAA standards.
• Manage the full guest registration process, including handling reservations, confirming stays, and collecting necessary guest information such as contact details and length of stay.
•  Responsible for Seamless check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance guest experience.
• Proactively assist with creating a memorable stay for our guests by providing detailed information on available rooms, rates, amenities, and local attractions.
•  Verify payment methods, process credit card authorizations, and ensure accuracy in guest billing and tracking records.
• Assist the Overnight Supervisor with end of day processes and proper report tracking. 
•  Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction.
• Collaborate with housekeeping and other departments to ensure all rooms are clean, well maintained, and ready to meet the needs of each guest.
• Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions while ensuring a seamless experience for our guests.
• Actively upsell hotel amenities, such as dining options and spa services, to enhance the guest experience.
• Maintain accurate records of bookings, reservations, and payments using the management systems.
• Approach problem-solving with a proactive mindset, anticipating potential challenges, and addressing issues before they affect the guest experience.
• Stay readily available and approachable to all guests, fostering a welcoming and supportive environment throughout their stay.
• Communicate effectively with guests, team members, and managers, confidently responding to questions and offering solutions that reflect the resort’s commitment to excellence. 
• Adhere to our AAA standards and follow them during each interaction consistently.
• Think outside the box to wow our guests with thoughtful and anticipatory gestures.
• Adheres to all grooming standards as outlined by leadership
• Participate in training programs to develop skills

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. 

• 1+ years’ experience as a Hotel Night Auditor 
• 1+ years’ experience in guest service 
• Experience with Property Management Systems (PMS) such as Infor HMS, SRH preferred
• Must have excellent verbal and written communication skills. 
• Proficient in handling cash, credit card transactions, and maintaining accurate financial records.
• Strong organizational skills with attention to detail in managing guest information, reservations, and payments.
• Familiarity with basic computer skills, including proficiency in MS Office (Word, Excel)
• Must have flexibility to work all shifts including holidays, nights, weekends, and overtime as business needs dictate. 
• High school diploma or equivalent 
• Must be able to acquire and maintain an appropriate gaming license. 

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 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.

• 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.