Casino Quality Assurance Manager

As an economic development of the San Manuel Band of Mission Indians ("Tribe") pursuant to the Indian Gaming Regulatory Act, the San Manuel Casino (SMC) generates revenue used to maintain governmental operations, provides for the general welfare and healthcare needs of the Tribe, supplies infrastructure needs such as roads, and supports the continued economic development of the Tribe. Attracting over eight-million guests a year requires a dedicated staff to provide an exceptional guest experience to our customers. With over 3,000 employees supporting its gaming operations, SMC is among the largest private employers in San Bernardino County.
The Casino Quality Assurance Manager (CQA Manager) will be an integral part of the Management On Duty team supporting casino operations. Under the direction of the Director, Management On Duty, the CQA Manager, will be responsible for overseeing the Quality Assurance Program and provide comprehensive performance and quality assurance reviews of casino services, products, operationl standrads, policies and procedures.
To be successful in the role of CQA Manager, this position requires a highly motivated, results oriented and extremely organized individual as they evaluate, report and recommend best business practices on the quality of services provided for casino offerings, products and the overall guest experience. They must have a heightened awareness of all amenities offered throughout the property, provide the highest service standards, and be able to establish a working relationship with all Department Supervisors and Managers. The CQA Manager must be willing to make positive changes, and emphasize and demonstrate the importance of our team members and employee engagement.
Essential Duties & Responsibilities
Accountable for the development, administration, and continuous improvement of the Quality Assurance Program.
Develop and implement casino product standards and procedures designed to eliminate operating problems, improve product quality and increase the overall guest experience.
Partner with casino leadership and team members in daily operations, planning and implementing processes, services, products, policies, and procedures to address quality assurance opportunities.
Develop and manage reporting, metrics and analysis to evaluate the effectiveness of casino services, products, training, and communication.
Work side-by-side with casino leadership in order to develop and promote open communication and drive engagement.
Support communication and change management efforts regarding casino initiatives, goals and objectives.
Maintain innovative skills by attending seminars and training sessions with regard to new training ideas or philosophies, changes in casino operations, best-in-class, policies and procedures, and/or changes in the casino/hospitality industry.
Research industry and casino best practices and leads implementation efforts to assure continuous improvement of casino operations.
Identify training needs and develops alternative training methods if expected improvments are not seen.
Adhere to casino policies and support management decisions and goals in a positive, professional manner.
Perform other duties as assigned to support the efficient, productive, and profitable operation of the casino.
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.
Bachelor's degree from an accredited college or university required.
Minimum of 5 years' experience in a management role, in casino operations or quality assurance industry.
Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of educational requirement.
Must have the ability to communicate verbally across all levels of the organization.
Must have good presentation skills.
Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.
Experience with development, assessment or review of quality assurance policies, procedures, processes and internal controls required.
Knowledge of the development, assessment or instructional delivery of quality assurance training.
At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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