Guest Services Assistant Manager- Casino

Founded in 1986, the San Manuel Casino (SMC) has built a strong reputation as a premier gaming establishment attracting more than ten-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 Floor Manager, the Guest Services Assistant Manager is responsible for the overall supervision of the department's frontline staff and their responsibilities pertaining to the Players Club, Entertainment and Promotions. The Guest Services Assistant Manager oversees the training of Leads and Supervisors, as well as provides constant feedback, consultation and guidance to Supervisors to ensure efficiency and productivity. They also assist and direct Supervisors in the overall operation of the department including planning and monitoring of all guest service activities that compliment company goals while driving exceptional service standards.
Essential Duties & Responsibilities
Responsible for managing the San Manuel Player's Club, which includes managing and implementing the team's focus aligned with the department and company's initiatives.
Manage the team to include Supervisors and front line staff to perform overall service operation standards and sales standards
Ensures thorough understanding and full compliance with of all Guest Service policies and procedures to include required gaming operating procedures and departmental procedures.
Responsible to review and analyze data to ensure the department's strategies and goals are maintained and a clear focus is provided.
Play a critical role in building leadership by developing, managing, guiding and mentoring the Supervisor's skillset to expand the team capabilities and provide growth opportunities. Be motivating and creative to contribute to training opportunities for all areas of the department to build successful teams to deliver an exceptional customer experience.
Provide plans, coordination and monitoring of all activities and development related to club card production ensuring goals are achieved, daily operations while ensuring service excellence.
Ability to collaborate, build relationships and work in a fast paced day-to-day operation to support a 24/7 work environment, to include scheduling, daily schedules, assigning special assignments when needed to ensure efficient functions of the department are supported.
Oversees customer/employee relationships on the casino floor for internal and external guests to ensure Customer Service Standards are followed and delivered at all times. Effectively respond to escalated customer service issues to ensure proper resolution.
Supports the ongoing efforts to hire employees, and understands and follows interviewing and hiring practices.
Ensures consistency in regards to employee conduct, warnings and procedures. Oversees and approves all disciplinary actions issued by Supervisors to all other club employees.
Maintains confidentiality of all guests'/employee information all times.
Communicates all promotions, offers, specials, discounts and changes to staff ensuring they are very knowledgeable of all details of these throughout the casino property.
Supports Casino efforts toward Gamblers Anonymous and enforces retraining program for all staff members.
Monitors overall performance of supervisors and frontline staff in meeting and/or exceeding service expectations and company goals, mystery shops, slot enrollments, emails and performance rating scores.
Prepares performance evaluations for Supervisors and oversees the performance evaluations of all other Club employees.
Balances and reports all accountable items which include: working funds for customer assistance, tips from employees, bonus and redemption reports, and complimentary items daily.
Inspects and maintains equipment in a manner that is functional for customer use and so employees can efficiently complete tasks.
Communicates information and directives to supervisors and frontline staff and ensure implementation at all levels.
Available to work all shifts and extended hours when needed.
Performs other duties as assigned.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
High School Diploma or GED required.
Continuing education college coursework preferred.
Minimum three (3) years supervisory experience required.
Minimum five (5) years customer service experience required.
Minimum two (2) years casino experience preferred.
Intermediate proficiency in Microsoft Word, Excel, PowerPoint and Outlook is preferred.
At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
A qualified candidate/employee must have a valid driver's license with an acceptable driving record as determined by the company's insurance carrier.
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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