Guest Experience Director, Luxury Casino Resort

Jamul Casino 2023; Jamul (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Jamul Casino Resort in Jamul, CA, is seeking a Director of Guest Experience to lead initiatives that elevate guest satisfaction, loyalty, and service excellence across the property. You will oversee guest experience programs, analyze feedback and service metrics, enhance recovery efforts, and collaborate with departments to strengthen the guest journey.

In this strategic leadership role, you’ll drive service standards, training, and continuous improvement, embodying Jamul’s F.I.R.S.T. values.

Qualifications

• 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.
• 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.

Responsibilities

• 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 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 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.

Skills

Interpersonal skills

Communication

Leadership

Team building

Gaming license knowledge

Education

Bachelor’s degree in hospitality, management, business administration

Job description

Jamul Casino Resort in Jamul, CA, is seeking a Director of Guest Experience to lead initiatives that elevate guest satisfaction, loyalty, and service excellence across the property. You will oversee guest experience programs, analyze feedback and service metrics, enhance recovery efforts, and collaborate with departments to strengthen the guest journey.

In this strategic leadership role, you’ll drive service standards, training, and continuous improvement, embodying Jamul’s F.I.R.S.T. values.