Guest Services Assistant Manager

Under the direction of the Guest Services 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 & Responsibilities1. Responsible for the direct supervision of the Guest Service Supervisors and all front line employees for the overall responsibilities of the Players'' Club. Management of day-to-day operations to support a 24/7 department, to include scheduling, daily schedules, assigning special assignments when needed to ensure efficient functions of the department. Communicates information and directives to supervisors and frontline staff and ensure implementation at all levels.2. Ensures thorough understanding and full compliance with all Guest Service policies and procedures. Ensures gaming operating procedures are being followed and provides guidance and training to department personnel on operations. 3. Provide plans, coordination and monitoring of all activities and development related to club card production ensuring goals are achieved.4. Oversees customer/employee relationships on the casino floor for internal and external guests. Resolves customer issues or situations on the casino floor to ensure excellent customer service and resolution of problems. Maintains confidentiality of all guests''/employees information all times.5. Provides constant feedback, coaching and disciplinary action to Supervisors to guarantee excellence in customer service to the standards established by SMC. Ensures consistency in regards to employee conduct, warnings and procedures. Oversees and approves all disciplinary actions issued by Supervisors to all other club employees.6. Communicates all promotions, offers, specials, discounts and changes to staff ensuring they are very knowledgeable of all details of these throughout the casino property.7. Controls distribution of paperwork and guidance to self-excluded players, notifies DPS for escorts from the facility, offers information on Gamblers Anonymous, and enforces retraining program for all staff members.8. 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.9. Balances and reports all accountable items which include: working funds for customer assistance, tips from employees, bonus and redemption reports, and complimentary items daily.10. Inspects and maintains equipment in a manner that is functional for customer use and so employees can efficiently complete tasks. Updates key alarm log on a regular basis and conducts monthly inventory of all Guest Services keys, including keys stored in the computerized key system and key boxes in various locations in the Guest Services office. 11. Perform other duties as assigned to support the efficient operation of the department. Supervisory ResponsibilitiesCarries 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.Education/Experience/QualificationsHigh School Diploma or GED required.Continuing education college coursework preferred.Minimum two (2) years supervisory experience required.Minimum four (4) years customer service experience required.Minimum two (2) years casino experience termediate proficiency in Microsoft Word, Excel, PowerPoint and Outlook is preferred.Certificates/Licenses/RegistrationsAt 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.As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!

Created: 2025-09-06