Customer Experience Liaison

San Manuel Band of Mission Indians • Highland, CA

1d • Onsite

About The Position

Under the direction of the Casino Manager on Duty, the Customer Experience Liaison, will be responsible for enhancing the guest experience throughout the enterprise, ensuring service standards are maintained at an elevated best-in-class level. The incumbent will be assigned to a zone within the enterprise actively searching out service opportunities. Actively works with the Customer Experience divisions to improve overall company performance, reduce guest effort, and help to identify areas for service improvement. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Supports the enterprise in the quality of services provided for resort offerings, products, and the overall guest experience. Actively identifies guest service opportunities and ensures all gaming floor areas and equipment meet enterprise quality standards. Report and concerns observed and follow up for resolution. Track and assist TQ and Diamond guests to offer genuine hospitality and a more personalized service. Proactively addresses and resolves all guest feedback analytically with a best-in-class attitude. The objective is to have a one-touch resolution for guest appeasement to recover the guest experience. 2. Builds sustainable relationships through trust, and effective communication with the Managers on Duty as well as all other internal operations departments to coordinate the planning and implementation of projects 3. Supports and reinforces enterprise best-in-class standards and procedures designed to increase the overall guest experience. Maintaining expertise in standard operating guidelines to provide clear instructions and protocols for conducting tasks including but not limited to the end-of-shift summary and expectations and accountability. Assists Manager on Duty in fostering an energetic and positive working environment. 4. Actively participates in casino operations pre-shifts, training, and other activities with an ownership mindset, taking responsibility for dissemination of pertinent Customer Experience department news and information. Assists with enterprise-wide events as needed, including but not limited to hype events, training seminars, and presentations. 5. Develops skill sets by attending seminars and training sessions about new service ideas and concepts. Adapts to casino and hospitality industry innovations, operations, and enterprise policies and procedures. Training sessions can be held on- or off-site. 6. Performs other duties as assigned to support the efficient operation of the department. EDUCATION, EXPERIENCE AND QUALIFICATIONS Associate’s degree in a related field required. Bachelor’s degree preferred. Minimum of two (2) years of experience in the hospitality or casino industry required. Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above. KNOWLEDGE, SKILLS AND ABILITIES (KSA) Must have strong attention to detail, a high level of prioritization, and organizational skills in a fast-paced, high-volume environment. Must maintain excellent desk/computer/workflow organizational skills. Must be comfortable with change and able to adapt quickly. Must demonstrate a polished and professional presentation and communication style, and be capable of communicating complex content in a succinct manner in-person, over the phone, and through written correspondence. Must possess internet research skills required and have knowledge and the working ability of social media platforms, inclusive of LinkedIn. Must protect confidential and or proprietary information that is not public and that should be protected from unauthorized access or disclosure. Basic proficiency with Microsoft Suite (Excel, Word, PowerPoint) required. Ability to prioritize and manage multiple tasks with deadlines. Ability to solve problems while exhibiting sound judgment. Ability to guide processes from start to closure. LICENSES, CERTIFICATIONS AND REGISTRATIONS At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. No Driving Responsibilities: Role does not require a driver’s license or insurance. PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled casino setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone. Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone. Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility. Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties. Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours. The employee may be exposed to fumes or airborne particles including secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law. As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today! San Manuel is one of the largest employers in California’s Inland Empire. Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions. Each is an opportunity to learn, grow and contribute to a better future for all of us. Your commitment to San Manuel is matched by our commitment to you. We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals. These programs support our pay-for-performance philosophy.

Requirements

• Associate’s degree in a related field required.
• Minimum of two (2) years of experience in the hospitality or casino industry required.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
• Must have strong attention to detail, a high level of prioritization, and organizational skills in a fast-paced, high-volume environment.
• Must maintain excellent desk/computer/workflow organizational skills.
• Must be comfortable with change and able to adapt quickly.
• Must demonstrate a polished and professional presentation and communication style, and be capable of communicating complex content in a succinct manner in-person, over the phone, and through written correspondence.
• Must possess internet research skills required and have knowledge and the working ability of social media platforms, inclusive of LinkedIn.
• Must protect confidential and or proprietary information that is not public and that should be protected from unauthorized access or disclosure.
• Basic proficiency with Microsoft Suite (Excel, Word, PowerPoint) required.
• Ability to prioritize and manage multiple tasks with deadlines.
• Ability to solve problems while exhibiting sound judgment.
• Ability to guide processes from start to closure.
• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Supports the enterprise in the quality of services provided for resort offerings, products, and the overall guest experience. Actively identifies guest service opportunities and ensures all gaming floor areas and equipment meet enterprise quality standards. Report and concerns observed and follow up for resolution. Track and assist TQ and Diamond guests to offer genuine hospitality and a more personalized service. Proactively addresses and resolves all guest feedback analytically with a best-in-class attitude. The objective is to have a one-touch resolution for guest appeasement to recover the guest experience.
• Builds sustainable relationships through trust, and effective communication with the Managers on Duty as well as all other internal operations departments to coordinate the planning and implementation of projects
• Supports and reinforces enterprise best-in-class standards and procedures designed to increase the overall guest experience. Maintaining expertise in standard operating guidelines to provide clear instructions and protocols for conducting tasks including but not limited to the end-of-shift summary and expectations and accountability. Assists Manager on Duty in fostering an energetic and positive working environment.
• Actively participates in casino operations pre-shifts, training, and other activities with an ownership mindset, taking responsibility for dissemination of pertinent Customer Experience department news and information. Assists with enterprise-wide events as needed, including but not limited to hype events, training seminars, and presentations.
• Develops skill sets by attending seminars and training sessions about new service ideas and concepts. Adapts to casino and hospitality industry innovations, operations, and enterprise policies and procedures. Training sessions can be held on- or off-site.
• Performs other duties as assigned to support the efficient operation of the department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees