Guest Relations Specialist (Part-Time)

Jamul Casino•Jamul, CA

66d

About The Position

The Guest Relations Specialist provides our guests' first point of contact and is responsible for creating an excellent first impression over the phone. The right candidate will have a pleasant phone voice, a friendly personality, and a passion for delivering exceptional service. As the Guest Relations Specialist, you will demonstrate and exemplify Jamul Casino's mission and values by embodying the acronym F.I.R.S.T. (Fun, Integrity, Respect, Service, Team).

Requirements

Must be at least 21 years of age.
High school diploma or equivalent
Minimum of 1-year experience in guest service/hospitality
Able to promptly and accurately follow instructions given by Leadership
Strong interpersonal skills
Must possess a friendly and outgoing demeanor
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 Gaming License.

Nice To Haves

Hotel room sales experience preferred
Bilingual in a foreign language preferred
Must have the ability to operate computer/computer software programs, copy machines, computer printers/embossers, and other office equipment

Responsibilities

Answers all incoming calls and provides 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.
Takes room reservations accurately to be entered into property management system while using professional verbiage and etiquette.
Maintains an inventory of available rooms, room assignments and accommodates guest preferences when possible. If preferences are not available, the Reservations Agent provides suitable solutions or alternatives. Blocks rooms as well as pre-blocks for special groups as needed.
Maintain accurate logs of special requests and ensure these are accurately entered into the system.
Tailor every interaction with guest needs and help to make room recommendation.
Answers and directs all incoming calls using proper phone etiquette with a cheerful and pleasant voice; reviews and responds to voice mail in a timely manner.
Answers guests' inquiries and prioritizes the guest's satisfaction.
Assists Sweetwater Rewards players with troubleshooting to successfully establish online accounts.
Maintains up-to-date knowledge of the Sweetwater Rewards program, promotions, events, hours of operations of venues, etc. so that guests will receive accurate and prompt information when requested.
Effectively presents information to guests in a professional and articulate manner.
Proficient in utilizing computer, phone system, and various programs for this position.
Enters reservations for various special events, player functions and restaurant reservations.
Communicates all guest concerns to department lead; ensures guest concerns are resolved in a prompt, courteous, efficient manner and with a sense of urgency.
Takes messages for executive offices and various departments, and ensures messages are given to proper parties.
Contact administrative team members by mobile phone as needed and conduct calls or radios the facilities department for service calls.
Inputs comment card information for tracking and reporting purposes
Must adhere to regulatory, department and company policies.
Perform other job related and compatible duties as assigned and needed.