Lead Representative, Guest Services

San Manuel • Highland, CA

9h

About The Position

Under the direction of the Supervisor, Guest Services, the Lead Representative - Guest Services is responsible for providing operational oversight and continuity across all Guest Services functions within a fast‑paced casino environment. Ensures consistent execution of department processes, supports the coordination of promotional and event‑based activities, and maintains alignment with procedural, regulatory, and service requirements. This role upholds daily operational flow by managing resources, facilitating communication, and supporting team readiness to ensure smooth and compliant departmental operations.

Requirements

• High School Diploma or GED required.
• Minimum four (4) years of experience in guest service required.
• Minimum one (1) year of cash handling experience required.
• Comprehensive knowledge of Guest Services operating principles, loyalty program fundamentals, event coordination concepts, cash‑handling standards, and regulatory/internal control frameworks, with the ability to apply this knowledge consistently in a fast‑paced, regulated environment.
• High level of accuracy and attention to detail, with the ability to multi‑task, process information quickly, and maintain precision when working with complex guest information or high‑volume transactional environments.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook) and the ability to navigate operational systems and data platforms effectively, including entering, verifying, and interpreting information for tracking and reporting purposes.
• Strong interpersonal and communication skills, including the ability to de‑escalate challenging situations, convey program benefits clearly, provide guidance with professionalism, and support positive guest engagement and understanding.
• Ability to assess operational needs, coordinate workflow priorities, adapt to fluctuating business demands, and communicate information clearly to maintain consistency and alignment within the team.
• Ability to provide constructive support to team members by recognizing general learning needs, offering guidance that reinforces expected standards, and contributing to a supportive and collaborative team environment.

Responsibilities

• Provides advanced support across all Guest Services operations during assigned shifts by monitoring and ensuring service excellence, enrollment activity, and compliance adherence, ensuring departmental standards are consistently met. Serves as the senior on‑duty resource for operational decisions within established authority limits, offering guidance to team members and addressing matters and inquiries in real time. Supports leadership by identifying skill gaps, training needs, and high‑potential team members through daily observations and operational interactions. Provides task‑based coaching and on‑the‑job reinforcement to promote team development and operational consistency.
• Assists with promotions and special events by coordinating operational components such as event preparation, team readiness, and procedural alignment. Provides staff with detailed event scripts and promotional information, and manages assigned event banking responsibilities, including verifying balances and supporting team members in handling several thousand dollars in cash‑equivalent materials with accuracy and accountability.
• Plans and monitors daily, weekly, and monthly activities by managing schedules, break rotations, and workflow efficiency to maintain adequate coverage and smooth operations. Communicates updates, promotions, policy changes, and procedural expectations to the team in a clear, timely, and consistent manner. Train and onboard new team members on procedures, policies, and service expectations.
• Special events may include crowd control, unpacking boxes, product staging, guest concerns, constant physical demands, while still providing best-in-class service. Must deliver best-in-class service at all opportunities with internal and external guests. Supports Responsible Gambling initiatives by maintaining awareness of established practices, communicating available resources.
• 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: High school or GED