Guest Relations Lead

Jamul•Jamul, CA

7d•Onsite

About The Position

Essential Duties and Responsibilities The following and other duties may be assigned as necessary: Oversee and support the Guest Relations Specialists in all aspects of their roles, ensuring the team delivers exceptional service. Lead by example in answering incoming calls and providing the highest level of service during all interactions, using proper greetings while demonstrating genuine interest to ensure guest satisfaction. Responds to guest questions in a professional manner and follows enterprise standards. Manage the room reservations process, ensuring accuracy and adherence to professional verbiage and etiquette. Maintain an accurate inventory of available rooms, room assignments, and accommodate guest preferences when possible. If preferences are not available, provide suitable solutions or alternatives. Block rooms as well as pre-block for special groups as needed. Ensure the accurate entry of special requests into the system and monitor these requests to ensure they are fulfilled. Tailor every interaction with guest needs and assist in making room recommendations. Oversee the handling of all incoming calls, ensuring proper phone etiquette with a cheerful and pleasant voice; ensure voice mails are reviewed and responded to in a timely manner. Address escalated guest concerns, ensuring they are resolved promptly, courteously, efficiently, and with a sense of urgency. Communicate all guest concerns to the Hotel Manager and other relevant departments, ensuring issues are resolved quickly and effectively. Train and mentor Guest Relations Specialists, providing guidance and support to enhance their performance. Maintain up-to-date knowledge of the Sweetwater Rewards program, promotions, events, hours of operations of venues, etc., so that guests receive accurate and prompt information when requested. Input comment card information for tracking and reporting purposes and ensure the timely follow-up on guest feedback. Perform other job-related and compatible duties as assigned and needed. 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. 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. Role to be performed on the Jamul Casino Resort property

Requirements

High school diploma or equivalent
Minimum of 2 years of experience in guest service/hospitality, with at least 1 year in a supervisory or leadership role.
Ability to lead and motivate a team, providing clear instructions and support.
Strong interpersonal skills
Must possess a friendly and outgoing demeanor
Must have the ability to operate computer/computer software programs, copy machines, computer printers/embossers, and other office equipment
Excellent telephone etiquette, verbal, and written communication skills required
Must have schedule flexibility, including evenings, weekends, holiday shifts, and overtime when needed
Team members must be able to qualify for licenses and permits required by federal, state, and local regulations.
Ability to earn and maintain a Gaming License.
Must be able to sit or stand at a desk for up to 6 hours a day (stand-up desks will be provided)
Must be able to lift to 15 pounds on a regular or continuing basis
This position requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, listening, and hearing ability, and visual acuity
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.
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.
Ability to read and communicate verbally in English.
Written communication skills in English may also be required.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals.
Excellent typing skills. Enough to clearly and professionally communicate in writing.

Nice To Haves

Hotel room sales experience preferred
Bilingual in a foreign language preferred
Additionally, Spanish and/or Tagalog language skills highly preferred.
Team members could be exposed to an environment containing unrestricted second-hand tobacco smoke.

Responsibilities

Oversee and support the Guest Relations Specialists in all aspects of their roles, ensuring the team delivers exceptional service.
Lead by example in answering incoming calls and providing the highest level of service during all interactions, using proper greetings while demonstrating genuine interest to ensure guest satisfaction.
Responds to guest questions in a professional manner and follows enterprise standards.
Manage the room reservations process, ensuring accuracy and adherence to professional verbiage and etiquette.
Maintain an accurate inventory of available rooms, room assignments, and accommodate guest preferences when possible.
If preferences are not available, provide suitable solutions or alternatives.
Block rooms as well as pre-block for special groups as needed.
Ensure the accurate entry of special requests into the system and monitor these requests to ensure they are fulfilled.
Tailor every interaction with guest needs and assist in making room recommendations.
Oversee the handling of all incoming calls, ensuring proper phone etiquette with a cheerful and pleasant voice; ensure voice mails are reviewed and responded to in a timely manner.
Address escalated guest concerns, ensuring they are resolved promptly, courteously, efficiently, and with a sense of urgency.
Communicate all guest concerns to the Hotel Manager and other relevant departments, ensuring issues are resolved quickly and effectively.
Train and mentor Guest Relations Specialists, providing guidance and support to enhance their performance.
Maintain up-to-date knowledge of the Sweetwater Rewards program, promotions, events, hours of operations of venues, etc., so that guests receive accurate and prompt information when requested.
Input comment card information for tracking and reporting purposes and ensure the timely follow-up on guest feedback.
Perform other job-related and compatible duties as assigned and needed.