Guest Services Supervisor

Founded in 1986, the San Manuel Casino (SMC) has built a strong reputation as a premier gaming establishment attracting more than two-million guests a year! Our Guest Services department strives to create and maintain a phenomenal guest experience through the consistent delivery of exceptional quality service.
Under the direction of the Guest Services Assistant Manager, the Guest Services Supervisor is responsible for ensuring the overall efficiency of the floor operation which includes direct supervision and maintenance of various Guest Services work stations, floor locations, and assigned staff members; attending to the guests' needs; using all available resources to provide quality service; and implementing the policies and guidelines of processing self-exclusions, formal complaints, patron disputes, lost and found, Title 31 and Service Animals. Floor Supervisors provide staffing support to Entertainment and Player Development.
Essential Duties & Responsibilities
Monitors overall performance of Leads and frontline staff in meeting and/or exceeding service expectations and company goals in quality service walkthroughs, mystery shops, slot enrollments, emails and performance rating scores.
Balances and reports all transactions in the different Guest Services locations which include slot redemptions, bonus adjustments and match play coupons.
Inspects and maintains equipment in the different Guest Services work areas including kiosks to ensure efficiency of operations.
Communicates information and directives to Leads and frontline staff and ensures implementation at all levels. Updates upper management on any major issues or concerns that occur on shift.
Manages strict implementation and processing of self-exclusions, formal complaints, gaming disputes, Title 31, lost and found and Service animals following existing policies and procedures.
Maintains overall efficiency of the Guest Services work locations by ensuring all areas are sufficiently staffed and provided with the necessary tools and equipment to operate efficiently
Enforces safety rules by coordinating with other departments in addressing service and safety issues which covers medical emergencies, overcrowding and cleanliness throughout the facility.
Assists other departments during special events or promotions by providing the needed manpower and tools necessary to run a successful event.
Implements quality service standards throughout the facility as part of our goals and objectives to improve service.
Monitors training of new hires and participation of team members in all required mandatory training classes such as Responsible gaming, Alcohol awareness and Title 31.
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.
Education/Experience/Qualifications
High School Diploma or GED required.
Associate's degree or minimum three (3) years casino industry experience required.
Minimum two (2) years management or minimum five (5) years casino industry experience preferred.
Intermediate proficiency in Microsoft Office (Word and Excel) required.



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