Hotel Concierge

Job Description

Job Description

Jamul Casino is San Diego’s newest, closest, and most genuinely entertaining casino. Since its opening in October of 2016, Jamul Casino has been growing tremendously. It offers seven diverse restaurants, over 1600 of the latest slot games, 50 table games, a Poker Room, award-winning steakhouse, live entertainment, event space, and stunning back country views. Additionally, we are about to introduce a brand-new luxury hotel offering 200 rooms that also includes full-service spa and salon along with a rooftop pool deck – all opening in the early part of 2025.

Jamul Casino offers a fun atmosphere that feels like home while maintaining the highest service standards, team member satisfaction, and generous rewards while remaining a responsible and contributing member of our community. It is committed to supporting team members’ well-being through a comprehensive benefits package and various programs that help personally and professionally. As a Genuinely Generous Employer, Jamul Casino offers fun incentives, team member appreciation days, relaxation nooks, a Zen room, a team dining area for everyone to enjoy, fitness center, complimentary EV charging and much more. It’s no wonder Jamul Casino has been recognized as a Best Place to Work in 2023 by San Diego’s Business Journal.

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).

The following and other duties may be assigned as necessary:

· 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 after 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

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.

• 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.

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.

· 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.

· Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.

· Sufficient strength to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 50 pounds occasionally.

· 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.

· Team members could be exposed to an environment containing unrestricted second-hand tobacco smoke.

· 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.