Relief Manager, Guest Services

Manager Relief Guest Services

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.

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. 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. 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 Gambling Ambassador in providing information and resources as necessary.

6. 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.

• 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.

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

• 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.

• 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 stantly 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…