GUEST Service SHIFT Manager

Guest Service Shift Manager

At Jamul Casino Resort, 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. The Guest Services Shift Manager is responsible for providing designated management of personnel, and daily operations of the cage and club department during assigned shifts, while exemplifying Jamul Casino Resort's Service Commitment.

Essential Duties and Responsibilities:

• Perform all duties in accordance with governmental laws and regulations, Gaming Commission regulations, as well as company and departmental policies and procedures, within the framework and intent of Jamul Casino Resort's Mission Statement and Service Commitment.
• Promotes and maintains a professional, prompt, accurate, friendly, and courteous atmosphere while providing the highest level of service to our guests. Serves as a role model of Jamul Casino Resort's Service Commitment.
• Enthusiastically supports, actively promotes, and demonstrates superior guest service in accordance with department and company standards and programs. Ensures guest service standards are observed by all team members.
• Responsible for the overall daily management operations of the casino cage, including the Sweetwater Rewards Guest's Club transactions and responsibilities during the assigned shift.
• Monitors staffing levels and ensures effective use of labor while delivering excellent guest service. This includes coordinating and assigning daily and weekly work schedules.
• Supervises staff to include team member development and training, performance management, and policy enforcement.
• Performs credit functions to include preparation of applications for in-house credit requests, and management of the casino marker process to ensure guest satisfaction. Extends approvals for credit within set limits as appropriate.
• Effectively resolves guest complaints within scope of authority.
• Ensures all staff are trained and follow Title 31 procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance procedures.
• Responsible for securing the integrity of all assets and oversees balancing of all cage banks. Ensures all cash handling procedures are functioning within compliance and best practices guidelines.
• Assists in conducting investigations into variances, violations of internal controls, and violations of reporting requirements.
• Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to manager.
• Maintains strict confidentiality in all departmental and company matters.
• Performs other duties as assigned.

Qualification Requirements:

• Minimum 3-5 years of management/leadership experience is required, casino experience preferred
• Associates degree (A. A.) or equivalent; or three or more years related guest service experience and/or training; or equivalent combination of education and experience.
• Must have 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 effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• 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, staff 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:

• 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 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).

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 in English may also be required.

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.

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 as determined by Jamul Casino Resort's auto insurance carrier.

Physical Demands:

The physical demands described here are representative of those that 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.

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 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 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 are representative of those an 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 moderate. Team member could be exposed to an environment containing unrestricted second-hand tobacco smoke.