Director of Guest Services at Jamul Casino

ESSENTIAL DUTIES AND RESPONSIBILITIES 

The following and other duties may be assigned as necessary:

• Provide friendly, fast, and helpful customer service to all guests and team members.

• Responsible for directing the overall operations and staff of the Guest Services department which includes the following functions:  cage operations, guest services, money room, cashiering, count room and credit areas.  

• Develops, implements and manages operational goals and monitors achievements of performance and profit objectives.

• Ensure that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.

• Responsible for preparing, monitoring and adhering to budgets and ensuring compliance to departmental budget initiatives. Reports budget concerns / deviations to the Executive Management/GM.

• Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.  Ensures customer service standards are followed by all team members and addresses issues as they arise.  Responsible for the overall achievement of department customer service goals.    

• Establishes acceptable accounting procedures and internal controls and ensures all external and internal regulations are met,

• Directs areas of responsibility in a manner that safeguards the assets of the company.

• Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to Executive Management/GM. 

• Ensures all staff are trained and follow CTR and SARC procedures; responsible for making sure all paperwork is completed and reported in accordance with established compliance  procedures.   

• Maintains strict confidentiality in all departmental and company matters.

Cage Responsibilities:

• Conduct investigations into variances, violations of internal controls, and violation of reporting requirements. Responsible for securing the integrity of all assets and oversees balancing of all cage banks

• Review and approve cage documentation based on established levels of authorization.

• Prepare/review currency transactions reports.

• Approve credit line availability.

• Review of multiple transactions logs for accuracy.

• Authorizing checks.

Guest Services:

• Conduct investigations into variances, violations of internal controls, and violation of reporting requirements. Responsible for securing the integrity of all assets and oversees balancing of all cage banks

QUALIFICATION REQUIREMENTS  

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. Must be at least 21 years of age.

• Bachelor’s Degree (B. A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience. 

• Minimum of three years of progressive supervisory or managerial experience in the finance field with a broad knowledge of casino, slot and table games, regulations, procedures and administration preferred.                 

• Basic computer knowledge and keyboarding skills; MS Office applications, email use; knowledge of database, spreadsheets, and work processing software.  

• Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems).

SUPERVISORY RESPONSIBILITIES:

This job has supervisory responsibilities.

• Responsible for staff development and training programs.

• Responsible for rewards and recognition program to maximize team member engagement.

• Evaluates team members within department and delivers constructive feedback to team members in regards to performance.

• Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs. 

• Determines work procedures and expedites workflow.

• Responsible for team member performance (disciplining, coaching, counseling).

LANGUAGE SKILLS 

Ability to read and interpret documents In English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

MATHEMATICAL SKILLS 

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.  Must be able to efficiently and accurately count money and gaming chips and make a change. Possess the ability to operate an adding machine and have basic computer skills.

REASONING ABILITY 

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Team member must be able to qualify for licenses and permits required by federal, state and local regulations.

Must obtain a First Aid/AED certification.  Must successfully complete C.A.R.E or TIPS training.

Must possess a valid driver’s license and have acceptable driving history.

PHYSICAL DEMANDS  

The physical demands described here represent those that must be met by a team member to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, 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.

The team member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here represent what a team member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud. Team member will be exposed to an environment containing unrestricted secondhand tobacco smoke.