Sycuan Casino
Job Code
Position Salary
Employment Status
Average Hours per Week

Guest Relations Manager



Job Duties and Responsibilities:
(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)
  1. Maintains efficiency of Guest Relations operationsby preparing and implementing approved operational budget and strategic plan, scheduling and assigning duties to Hosts and Shift Supervisors, reviewing and monitoring staff schedules to ensure adequate coverage, communicating pertinent departmental and Casino information to staff, monitoring staff activities and providing guidance and instruction as needed, coordinating activities for internal and external marketing events and department promotions, addressing and resolving non-routine guest complaints, communicating guidelines to customers for issuing and collecting on credit following established procedures, identifying, anticipating, and resolving guest service problems, reviewing and analyzing operational reports and monthly financial statements, and submitting a summary of operations activity and recommendations for improvements to the Director of Casino Operations – 40 %
  2. Builds player loyalty to the Sycuan brand by initiating and fostering positive guest relationships, developing and coordinating special events, shows and tournaments, issuing and tracking complimentary items according to established guidelines, promoting Casino and Club features and benefits, maintaining active communication with guests via phone, e-mail and written correspondence, soliciting and listening to guest opinions and feedback, reviewing Host and Guest Relations activity reports, proactively identifying and correcting existing or potential service failures, keeping abreast of competitor promotions, events and activities, informing Casino management of findings, and recommending service improvements to the Casino Operations Director. - 20%
  3. Identifies and recruits new clients by reviewing and analyzing player activity, promotions and host contact and enrollment reports, participating in off-site recreational and professional association events, identifying target clients, contacting potential clients and planning and implementing client visits to the Casino, leveraging and promoting property amenities and in-house player programs and promotions, explaining the benefits of Club membership and the player tracking process, and hosting private player events. - 15%
  4. Ensures the integrity of Host Department processesby monitoring and reviewing complimentary levels, managing ticket distribution, ensuring players are receiving complimentary rewards in direct proportion to the level of play, ensuring complimentary reinvestment percentages are maintained, identifying and reporting procedural irregularities to the Gaming Commission and/or appropriate personnel according to established procedures, cooperating with internal investigations, and implementing corrective action as needed. - 10%
  5. Develops Guest Relations staffby scheduling newly hired individuals for departmental training, training team members to identify and differentiate the value of guests, identifying other training needs and initiating training requests as needed, providing direct and consistent instruction and guidance on policy and procedure application and service delivery, preparing, reviewing and conducting performance appraisals, and providing counseling, guidance and corrective action as needed. - 10%
  6. Hires qualified candidatesby reviewing applications, interviewing applicants, and recommending final candidate selection to the Director of Casino Operations. - 5%

     Skills and Knowledge:
    • Working knowledge of rules, regulations and procedures applicable to all casino games
    • Ability to analyze player data and make sound business recommendations
    • Ability to communicate effectively in the English language
    • Ability to perform simple mathematical calculations
    • Ability to develop and implement business plans and strategies
    • Ability present complex concepts in a clear and concise manner
    • Ability to maintain professionalism and composure
    • Ability to interact effectively with team members, guests, and business clientele
    • Ability to understand and follow verbal and written directions
    • Ability to accept constructive criticism
    • Ability to prioritize, delegate, and monitor multiple tasks and assignments
    • Ability to provide guidance to staff members
    • Working knowledge of database, spreadsheet, and word processing applications
    • Record keeping and organizational skills
    • Excellent negotiation skills
    • Ability to work in a smoking environment
    • Ability to maintain confidentially
    • Ability to appear for work on time
    • Player tracking software experience
    • Air junket, junket experience
    • Multi-lingual
    Supervisory/Managerial Accountability:
    Direct:   Guest Relations Supervisor, Executive Casino Host, Guest Relations Administrative Assistant
    Indirect   Guest Relations Representative, Casino Host, Junior Casino Host, Call Center Operators


Job Specifications:
Education and Experience:
  • Bachelors Degree in Marketing, Public Relations or related field or equivalent experience
  • 5 years casino management experience
  • 2 years casino host or player development experience