Guest Services Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Supports and direct involvement with day-to-day operations, which include 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. Supports and participates in department responsibilities, such as lost and found, 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 oversight and managing gift card inventory to support gift card promotional events.
3. Ensures thorough understanding and full compliance with all Guest Service internal controls and safety protocols. Ensure gaming and safety procedures are adhered to and provide guidance and training to department personnel on operations.
4. Supports Responsible Gambling initiatives and serve as a Responsible Gambling Ambassador to provide resources and information as necessary.
5. Actively collaborates and supports Marketing and casino partners with special events, promotions, and concerns to achieve best-in-class experience with internal and external guests.  
6. Performs other duties as assigned to support the efficient operation of the department.

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. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in business-related required.

• Minimum one (1) year in customer service, or hospitality experience required.

• Minimum of one (1) year of supervisory experience is strongly preferred.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Must be able to work in a fast-paced, high-performance environment with tight deadlines.

• Requires the ability to think critically and independently, while at the same time the ability to know when to ask for help; requires excellent common sense.

• Results-oriented mindset with a focus on leveraging data to drive business growth.

• Ability to manage multiple projects based upon defined timelines and variable outcomes.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• 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.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino 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 of the time and may sit at times. Constantly 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 balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.