Guest Services Supervisor

San Manuel Band of Mission Indians • Highland, CA

1d • Onsite

About The Position

The Supervisor, Guest Services, will be responsible for ensuring service and operational excellence in all areas representing Guest Services. The Supervisor, Guest Services, will supervise, mentor, motivate team members, and support daily service and operations as directed by department and company initiatives to complement enterprise goals while ensuring Yaamava’ Resort & Casino service best-in-class standards are met. The location of this position is in the casino where the environment is fast-paced and exciting. Work hours vary and include nights, weekends, and holidays to support a 24/7 business operation.

Requirements

• Bachelor’s degree in business-related required.
• Minimum one (1) year in customer service, or hospitality experience required.
• Must be able to work in a fast-paced, high-performance environment with tight deadlines.
• Requires the ability to think critically and independently, while at the same time the ability to know when to ask for help; requires excellent common sense.
• Results-oriented mindset with a focus on leveraging data to drive business growth.
• Ability to manage multiple projects based upon defined timelines and variable outcomes.

Nice To Haves

• Minimum of one (1) year of supervisory experience is strongly preferred.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

Responsibilities

• Supports and direct involvement with day-to-day operations, which include planning for promotional events, scheduling, activities related to loyalty club membership, club account maintenance, and making certain outlined service standards and operational expectations are exceeded when possible.
• Supports and participates in department responsibilities, such as lost and found, promotional events, and associated activities. Activities include attention to detail, promotional scripting to promote events and staging of products. Staging products consist of opening and unloading boxes, transporting products, and breaking down boxes. Other activities include oversight and managing gift card inventory to support gift card promotional events.
• Ensures thorough understanding and full compliance with all Guest Service internal controls and safety protocols. Ensure gaming and safety procedures are adhered to and provide guidance and training to department personnel on operations.
• Supports Responsible Gambling initiatives and serve as a Responsible Gambling Ambassador to provide resources and information as necessary.
• Actively collaborates and supports Marketing and casino partners with special events, promotions, and concerns to achieve best-in-class experience with internal and external guests.
• Performs other duties as assigned to support the efficient operation of the department.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level