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Guest Services Supervisor

4 months ago

Highland, United States Yaamava' Resort & Casino at San Manuel 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

Source: Hospitality Online