Guest Experience Supervisor

The ancestors of the Sycuan Band of the Kumeyaay Nation existed many centuries ago as a community of people…a Tribe living together, farming, hunting and fishing to survive.

Much has changed since that time. Today the Sycuan Tribe governs its Reservation, owns and operates a Casino and a Golf Resort, and owns a number of other business ventures in the San Diego Region.

One attribute that remains unchanged, however, is Sycuan's sense of community. Sycuan is more than just a business. Sycuan is a community of people working together toward a common goal. Whether you work in our state-of-the-art Casino, our beautiful Resort, or become a staff member in our Tribal Government division, you will be part of the Sycuan family.

• Assist in overseeing the daily operations of the Guest Experience department, ensuring smooth workflows, efficient processes, and adherence to service standards.
• Supervise and provide guidance to a team of Guest Experience Representatives, ensuring high levels of motivation, engagement, and productivity.
• Conduct regular team meetings, training sessions, and performance evaluations to promote continuous improvement and provide feedback for individual development.
• Ensure guests receive prompt, courteous, and personalized service throughout their interactions with the department.
• Handle escalated guest inquiries, complaints, and complex issues, resolving them effectively and efficiently.
• Collaborate with other departments (e.g., Front Desk, Housekeeping, Food and Beverage) to streamline guest service processes and ensure seamless coordination.
• Maintain accurate records, reports, and documentation related to guest interactions, service recovery, and departmental activities.
• Design guest satisfaction surveys and distribute applicable results to appropriate personnel

• Proven experience in a supervisory or managerial role within the hospitality or customer service industry.
• 3 years of experience in Guest Service and/or Hospitality
• High school diploma

• N/A

• Excellent interpersonal and communication skills, both written and verbal.
• Strong communication skills, both written and verbal, with the ability to compose professional responses and reports.
• Ability to handle guest complaints and resolve issues with diplomacy and empathy.
• Proficient in using standard office software (e.g., Microsoft Office Suite).
• Excellent organizational and time management skills to handle multiple tasks and prioritize effectively.
• Strong leadership abilities, with the ability to motivate and inspire a team.
• Exceptional problem-solving and conflict resolution skills.
• In-depth knowledge of customer service principles and practices.
• Familiarity with hospitality software and reservation systems.
• Flexibility to work evenings, weekends, and holidays as required.

• Experience in review site management (Google, TripAdvisor, Yelp, etc.)
• Working knowledge of PMS (Infor, preferred)
• Multi-lingual

If you enjoy being part of a community dedicated to creating a memorable guest experience, we invite you to explore career opportunities with Sycuan and join our winning team!