Assistant Customer Service Manager

Treasure Island Resort & Casino seeks an Assistant Customer Service Manager to support daily guest-facing operations in our fast-paced resort and casino. This role assists in leading front-line service teams, monitoring service standards, and resolving guest concerns to ensure a welcoming, guest-first experience. Responsibilities include supporting scheduling, training, and coaching staff; overseeing check-in, reservations, and service areas; and upholding tribal values of respect and teamwork.

Ideal candidates bring strong hospitality or food service experience, problem-solving skills, and a passion for exceptional guest service and team collaboration.

Responsibilities

• Assist in leading daily guest service operations across resort and casino areas
• Supervise and support front-line staff to maintain service standards
• Help create and manage staff schedules and shift coverage
• Resolve guest issues and complaints promptly and professionally
• Monitor check-in, reservations, and service queues for efficiency
• Support training, onboarding, and coaching of team members
• Ensure accurate cash handling and use of POS and reservation systems
• Uphold safety, compliance, and tribal cultural standards
• Collaborate with other departments to support events and promotions
• Provide feedback to management on service improvements and staff performance

Required Skills

• Customer service management
• Team leadership
• Staff scheduling
• POS systems
• Conflict resolution
• Guest complaint handling
• Cash handling and reconciliation
• Training and coaching
• Performance monitoring
• Basic MS Office or similar software