DIRECTOR OF GUEST EXPERIENCE

The Director of Guest Experience will lead initiatives to elevate guest satisfaction, loyalty, and service excellence across Jamul Casino Resort. In this strategic leadership role, you'll oversee guest experience programs, analyze feedback and service metrics, enhance guest recovery efforts, and collaborate across departments to improve the overall guest journey. You'll drive service standards, training, and continuous improvement initiatives. As the Director of Guest Experience, you will demonstrate and exemplify Jamul Casino Resort's mission and values by embodying F.I.R.S.T. (Fun, Integrity, Respect, Service, Team). The following and other duties may be assigned as necessary: • Develop and implement strategies to enhance guest satisfaction, loyalty, and property positioning within the market. • Represent the voice of the guest at leadership meetings. • Monitor that team members meet SOP standards, expectations, and goals by observation, mystery shops, player feedback, and Qualtrics/market surveys. • Partners functionally with casino departments, marketing, food & beverage, entertainment, hotel operations, and others to increase overall levels of guest satisfaction and advocacy. • Review and analyze guest feedback from multiple verticals (online reviews, Qualtrics surveys, social media, etc.) to develop actionable improvement plans. • Implement data analytics and KPIs to monitor service standards and recommend enhancements. • Oversee the property's guest service program and lead initiatives to address guest recovery concerns consistently, efficiently, and effectively. • Collaborate with Player Development and Marketing teams to improve VIP and loyalty program experience(s), tracking, and efficiency. • Review and confirm team member training is consistently delivered to ensure exceptional guest service through onboarding, ongoing training, and supporting performance management. • Partner with IT and operations to review and introduce new technologies to create experiences that elevate the guest journey. • Facilitate SOP improvements by partnering directly with subject matter leaders. • Manage the Qualtrics system to ensure that issues are assigned and closed in an appropriate and timely manner. • Manage the Mystery Shopper program and follow up with departments regarding identified friction points/areas of opportunity. • Analyze the market relative to the competition, what they are doing, and what may be adopted (or avoided) at the property. • Provide guest trending insights to senior management. • Assist in the recruitment process to promote the hiring of guest experience minded team members. • Other duties, as assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. • Bachelor's degree in hospitality, management, business administration, or related field. • 5+ years of experience in hospitality or related casino role, with 3+ years in a management role. • Strong understanding of luxury service standards in a casino resort environment and elevated guest experience. • Excellent interpersonal and communication skills with a focus on team building. • Knowledge of guest feedback platforms and loyalty programs. • Must be able to obtain and maintain a gaming license. • Ability to read, write, and communicate effectively in English • Ability to interpret written materials such as safety rules, operating procedures, and policy documents • Strong verbal communication skills required for interacting with guests, vendors, and internal team members • Ability to perform basic mathematical calculations including addition, subtraction, multiplication, and division • Ability to work with whole numbers, fractions, and decimals • Ability to calculate percentages, discounts, commissions, and proportions • Ability to accurately count money and gaming chips and make change Ability to apply common-sense understanding to carry out written, verbal, or diagram-based instructions • Ability to solve routine problems involving multiple variables in standardized situations • Ability to exercise sound judgment while maintaining compliance with policies and procedures Team members must be able to obtain and maintain all licenses, permits, and certifications required by federal, state, and local regulations • Continued eligibility is a condition of employment The physical demands outlined below represent those required for a team member to successfully perform the essential functions of this role. Reasonable accommodation may be provided to enable qualified individuals to perform essential functions. • Regularly required to stand, walk, and use hands to handle objects, tools, or controls. • Frequently required to reach with hands and arms, and to communicate verbally and audibly. • Vision requirements include close vision, color vision, and peripheral vision. • Ability to lift and/or move up to 25 pounds occasionally. The work environment characteristics described below reflect typical conditions encountered while performing essential job functions. Reasonable accommodation may be provided to enable qualified individuals to perform these functions. • Fast-paced casino environment with high guest interaction • Exposure to loud noise levels • Exposure to an environment with unrestricted secondhand tobacco smoke