Guest Services Supervisor
Full-Time
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.
Essential Duties & Responsibilities
1. Responsible for the daily operations of Guest Services team members, and associated tasks, which include training, and development to ensure team members are performing at acceptable levels as determined by department, and enterprise goals and initiatives. Support and direct involvement with day-to-day operations, which includes 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.
2. Support and participate 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.
3. Ensures thorough understanding and full compliance with all Guest Service internal controls and safety protocols. Ensures gaming and safety procedures are adhered to and provides guidance and training to department personnel on operations
4. Support Responsible Gambling initiatives and serve as a Responsible Gambling Ambassador to provide resources and information as necessary.
5. Actively collaborate and support Marketing and casino partners with special events, promotions, and concerns to achieve a best-in-class experience with internal and external guests.
6. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks and assignments that contribute to the mitigation or response to any public health emergency.
Supervisory Responsibilities
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.
Education/Experience/Qualifications
Associates degree in business-related required.
Minimum two (2) years in customer service, or hospitality experience required.
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.
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 required.
Yaamava’ Resort & Casino at San Manuel will make reasonable accommodations in compliance with 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!
Yaamava’ Resort & Casino at San Manuel
Yaamava’ Resort & Casino at San Manuel is located just 60 minutes from downtown Los Angeles in the city of Highland, CA. It is one of the largest casinos on the West Coast, with 7,000 slot machines, 150 table games, and five high-limit rooms. We are one of the top 10 largest casino resorts in the US.
Guests enjoy sweeping views of the San Bernardino Mountains, live entertainment, and a full array of dining options, which include The Pines Modern Steakhouse, Hong Bao Kitchen, Serrano Vista Cafe, Rock & Brews, Chingon Kitchen, Big Mo’ Cafe, and 11 bars and lounges.
The Serrano Spa earned a Forbes Travel Guide Five-Star award, and The Pines Modern Steakhouse and Yaamava’ Resorteach earned a Forbes Travel Guide Four-Star award, with all three being the first in the Inland Empire to receive such designation. Yaamava' Resort and Casino at San Manuel also received two 2023 AAA Four Diamonds ratings for the new hotel and The Pines Modern Steakhouse.
The hotel is a 17-story tower with 432 guest rooms. Guests relax in an elevated pool with a bar and private cabanas, the lavish full-service Serrano spa and salon, a health and fitness center, a full array of dining options, multiple bars and lounges, and luxe retail shops.
Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry.
At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be.
Click here to see why you’ll want to work on our Team
Our benefits focus on five key areas of wellness - financial, emotional, physical, social, and occupational - because we know it takes more than a salary to thrive. The benefits under each category include everything from retirement, insurance and dental benefits to emotional wellness programs, home repair services, and much more.
