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Manager of Guest Services (Cage and Club)

Posted July 22, 2021

Jamul Casino
Jamul, CA
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About This Job


At Jamul Casino, we are committed to providing a genuinely fun experience for our valued guests, and our Guest Services team plays a pivotal role in exemplifying our Service Commitment. Under the direction of the Director, the Manager of Guest Services is responsible for the leadership, management, and supervision of all aspects of the Guest Services department. Exhibiting the highest degree of professionalism and Service Commitment, the Manager of Guest Services is expected and empowered to ensure that the highest levels of service standards are maintained throughout the department. The right candidate will be self-motivated, strategic, and results oriented.


The following and other duties may be assigned as necessary:

  • Provides overall management of team members and daily operations of the Cage, Vault, Credit, and Player’s Club; monitors and evaluates operational effectiveness, effects changes required for improvement, and identifies key drivers of success.
  • Exemplifies Jamul Casino’s commitment to guest service and applies the standards in the daily interactions with guests, team members, and other departments. Serves as a role model for providing all phases of high-quality guest services and ensures the delivery of service excellence to our guests.
  • Implements and manages an effective Cage and Club plan, working with the Director to determine current and future objectives.
  • Administers all programs, policies, and procedures for the all areas within the scope of the department’s responsibilities.
  • Works closely with the Marketing Department to ensure the Sweetwater Rewards Club programs and promotions are executed in accordance with the property’s marketing objectives.
  • Works closely with the casino’s other operational departments to provide input and feedback, and continuously exchange information throughout the shift as necessary to ensure optimal casino performance.
  • Develops innovative and creative services to meet or exceed the requirements of our guests.
  • Provides continual supervision, assistance, support and inter-departmental coordination to all team members and guests as necessary to achieve operational, and guest service expectations.
  • Effectively manages guest relations, while exercising patience, tact and diplomacy. Resolves service issues and complaints timely and effectively.
  • Performs continual observations and inspections of shift activity, as well as reports findings and recommendations for improvements to operational effectiveness, proper staffing levels, and team member effectiveness and performance.
  • Conducts regular visits of each operational area and proactively converse with guests and team members to promote and facilitate the company’s service commitment.
  • Supports hiring, performance management, and team member engagement within the department. Provides training opportunities, constructive and positive feedback at all levels with the goal of creating a motivating environment.
  • Ensures compliance with all appropriate federal, state, and local laws and regulations, as applicable.
  • Responsible for assisting in the budget process for the department and provide recommendations; ensuring compliance to departmental budget initiatives; reporting budget concerns to Director.
  • Responsible for proper security and accountability of all assets and oversees balancing of all cage banks.
  • Promotes a positive environment for all guests and team members to promote the return visit of guests and achieve job satisfaction for all team members.
  • Maintains strict confidentiality in all departmental and company matters.
  • Performs all other job-related 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.

  • Must be at least 21 years of age.
  • Associate’s degree (A. A.) or equivalent; minimum 5 years of experience in a leadership role required, with knowledge of the cashier and player’s club operations preferred, or equivalent combination of education and experience.
  • Must be proficient in computer knowledge to include keyboarding skills, all Microsoft Office applications, email usage, and database, spreadsheets, and word processing software.
  • Must have excellent verbal and written communication skills.
  • Flexible to work all shifts including holidays, nights, weekends, and overtime as business needs dictate.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Must have the ability to interact with guests, team members, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
  • Knowledge of all office machines and tools (jet sort, coin roller, 10-key by touch, credit card cash advance systems).


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 regarding performance.
  • Provides recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
  • Manages work procedures and expedites workflow.
  • Provides recommendation for team member performance (disciplining, coaching, and counseling).

Additional Information

Applicants must already be authorized to work in the US and must be able to obtain and maintain a casino license in the state of California.

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About this Employer

Jamul Casino

14145 Campo Road
Jamul, CA 91935

(619) 315-2250

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About the company

Jamul Casino, located in Jamul, California, is owned and operated by Jamul Indian Village Development Corporation (JIVDC), a wholly owned entity of Jamul Indian Village of California.  Our $430 million casino features over 1,700 slot machines, 39 live table games such as Craps, Pai Gow and Single Deck Blackjack, as well as a dedicated Poker Room with weekly tournaments.

Food Venues include seven diverse restaurants offering everything from burgers and tacos to flavors from the Far East and a gourmet steakhouse cuisine, complete with stunning back country views.

Players enjoy live entertainment four nights a week featuring Southern California's hottest DJs and the best local bands in JIVe Lounge, Loft 94, and on the casino floor. 

Jamul Casino supports more than 1,000 permanent jobs in the region and offers competitive salaries, health benefits, a 401K, paid time off, tuition reimbursement and more. We are looking for genuinely FUN friendly and positive team members with a desire to work in an exciting industry!