Hotel Concierge

Jamul Casino•Jamul, CA

8d•Onsite

About The Position

The Hotel Concierge plays a key role in delivering exceptional guest experiences by providing personalized service, expert knowledge in property amenities and local offerings, and proactively assisting with a variety of guest needs. This role is the primary point of contact for guests seeking information, services, and recommendations during their stay. Team members must understand and execute AAA service standards. The Hotel Concierge will assist guests with dining reservations, transportation arrangements, event recommendations, and other services while upholding Jamul Casino Resort’s mission and values, embodied in the acronym F.I.R.S.T. (Fun, Integrity, Respect, Service, Team).

Requirements

1+ years of experience working as a concierge or in guest services within a hotel, resort, or other upscale hospitality environment.
Experience with Property Management Systems (PMS) and Hotel Systems such as Infor HMS, SRH, HotSOS 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 payment.
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.
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.
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.

Nice To Haves

Spanish and/or Tagalog language skills highly preferred.

Responsibilities

Provide guests with personalized recommendations for dining, entertainment, and local attractions.
Assist guests with transportation services, including taxis, ride-shares, and private cars as needed.
Assist with booking reservations for restaurants, shows, and special events.
Coordinate guest requests for special amenities or services, such special occasion celebrations, spa appointments, and VIP experiences.
Ensure timely follow-up on guest requests while resolving issues or concerns with professionalism and courtesy.
Maintain detailed knowledge of all hotel amenities and services to offer accurate and helpful information.
Collaborate with other departments to fulfill guest requests and provide seamless service.
Upsell hotel services, including dining, spa, and event packages as they become available.
Maintain accurate records of guest interactions and requests using the property management system.
Approach all guest interactions with a proactive and positive attitude, always looking for ways to enhance the guest experience.
Assist with check ins and check outs, welcome guests, ensuring a warm and professional first impression that aligns with the Jamul Casino Resort’s hospitality 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.
Seamlessly execute all check-in and check-out procedures while maintaining accuracy and efficiency to minimize wait times and enhance the 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.
Address guest inquiries, complaints, and issues in a prompt, courteous, and professional manner, ensuring timely resolution and guest satisfaction.
Assist in inventory responsibilities
Coordinate group reservations, VIP services, and personalized arrangements for special events or occasions, ensuring a seamless experience for our guests.
Maintain accurate records of bookings, reservations, and payments using the property management systems.
Adhere to all grooming guidelines outlined by leadership
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.
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.
Participate in trainings to develop self
Other duties as assigned