Director Of Guest Experience

Jamul • Jamul, CA

2d

About The Position

The Director of Guest Experience leads initiatives to elevate guest satisfaction, loyalty, and service excellence across Jamul Casino Resort. This strategic leadership role oversees guest experience programs, analyzes guest feedback and service metrics, strengthens guest recovery efforts, and collaborates across departments to improve the overall guest journey. The Director drives service standards, training, and continuous improvement while exemplifying the resort’s F.I.R.S.T. values: Fun, Integrity, Respect, Service, and Team.

The role represents the voice of the guest in leadership discussions, monitors service performance, oversees guest service and mystery shopper programs, and uses feedback and data to identify improvement opportunities. It partners with casino, marketing, food and beverage, entertainment, hotel operations, Player Development, IT, and other teams to improve guest satisfaction, loyalty experiences, and operational processes. The Director also provides guest trends and insights to senior management and supports recruitment of team members who prioritize guest experience.

Requirements

• Bachelor’s degree in hospitality, management, business administration, or a related field.
• At least 5 years of experience in hospitality or a related casino role.
• At least 3 years of management experience.
• Strong understanding of luxury service standards in a casino resort environment and elevated guest experience.
• Excellent interpersonal and communication skills, with a focus on team building.
• Knowledge of guest feedback platforms and loyalty programs.
• Must be able to obtain and maintain a gaming license.
• Ability to read, write, and communicate effectively in English.
• Ability to interpret written materials such as safety rules, operating procedures, and policy documents.
• Strong verbal communication skills for interacting with guests, vendors, and internal team members.
• Ability to perform basic mathematical calculations, work with whole numbers, fractions, and decimals, calculate percentages, discounts, commissions, and proportions, and accurately count money and gaming chips and make change.
• Ability to apply common-sense understanding to written, verbal, or diagram-based instructions and solve routine problems involving multiple variables in standardized situations.
• Ability to exercise sound judgment while complying with policies and procedures.
• Must obtain and maintain all licenses, permits, and certifications required by federal, state, and local regulations; continued eligibility is a condition of employment.

Responsibilities

• Develop and implement strategies to enhance guest satisfaction, loyalty, and the property’s market positioning.
• Represent the voice of the guest at leadership meetings.
• Monitor team members’ adherence to SOP standards, expectations, and goals through observation, mystery shops, player feedback, and Qualtrics or market surveys.
• Partner with casino departments, marketing, food and beverage, entertainment, hotel operations, and other teams to increase guest satisfaction and advocacy.
• Review and analyze guest feedback from online reviews, Qualtrics surveys, social media, and other sources, and develop actionable improvement plans.
• Implement data analytics and KPIs to monitor service standards and recommend enhancements.
• Oversee the property’s guest service program and lead consistent, efficient, and effective guest recovery initiatives.
• Collaborate with Player Development and Marketing to improve VIP and loyalty program experiences, tracking, and efficiency.
• Review and confirm consistent delivery of team member training, including onboarding and ongoing training, and support performance management.
• Partner with IT and operations to review and introduce technologies that enhance the guest journey.
• Facilitate SOP improvements in partnership with subject matter leaders.
• Manage the Qualtrics system and ensure issues are assigned and closed in an appropriate and timely manner.
• Manage the Mystery Shopper program and follow up with departments on identified friction points and opportunities.
• Analyze competitors and assess practices that may be adopted or avoided at the property.
• Provide guest-trending insights to senior management.
• Assist in recruitment to promote hiring team members who are focused on guest experience.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Director