Relief Manager, Guest Services

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel seeks a Manager Relief Guest Services to supervise daily Guest Services operations and drive a best-in-class guest experience.

You will mentor and motivate the team, coordinate training, and support promotional events while aligning with enterprise goals and company standards for service excellence.

Qualifications

• Associates degree required.
• Minimum three (3) years of experience in a customer service environment required, must have worked directly with guests.
• Previous experience in a casino environment is highly preferred.
• Minimum two (2) years of cash handling and sales experience is required.
• Minimum two (2) years of supervisory experience is required.

Responsibilities

• Oversee daily operations of Guest Services team and related tasks, including training and development.
• Communicate directives to team and ensure adherence to procedures to mitigate risk.
• Ensure operational excellence of lost and found, promotions, and gift card inventories for events.
• Resolve guest issues with a focus on first-contact resolution and confidentiality.
• Support Responsible Gaming initiatives and act as a Responsible Gaming Ambassador.

Skills

Guest service

Supervisory experience

Team leadership

Training & development

Effective communication

Education

Associates degree

Tools

Microsoft Office

Microsoft Teams

Job description

The Manager Relief Guest Services will be responsible for overall shift operations, sales, and service ensuring excellence in all areas. This role will manage, 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 24/7 business operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 1. Is responsible for the overall 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.
• 2. Communicates information and directives to all team members to ensure implementation at all levels. Ensures internal control behaviors and practices are in place and thoroughly outlined and communicated as applicable to mitigate risk. Ensure gaming operating procedures are practiced and supply guidance and training to inter and intra-department personnel as necessary to support business operations.
• 3. Is responsible for operational excellence of lost and found areas, successful execution of 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 managing gift card inventories to support gift card promotional events.
• 4. Resolves guest issues or situations throughout the casino, striving to promote first-person resolution whenever possible while always supporting confidentiality. Collaborates closely with the team to maximize communication of promotions and events to promote staff awareness resulting in a best-in-class guest and team member experience.
• 5. Supports and enforces company Responsible Gaming initiatives through the Responsible Gambling Ambassador program. Actively identifies as a Responsible Gaming Ambassador in providing information and resources as necessary.
• 6. Performs other duties as assigned to support the efficient operation of the department.

SUPERVISORY RESPONSIBILITIES

• Carrying 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 AND QUALIFICATIONS

• Associates degree required.
• Minimum three (3) years of experience in a customer service environment required, must have worked directly with guests.
• Previous experience in a casino environment is highly preferred.
• Minimum two (2) years of cash handling and sales experience is required.
• Minimum two (2) years of supervisory experience is required.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Intermediate proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) is required.
• Demonstrated experience using Microsoft Teams is preferred.

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 and office 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 standing most the time and may sit at times.
• 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.