Senior Representative, Guest Services

Under the direction of the Supervisor, Guest Services, the Senior Representative - Guest Services is responsible for supporting core loyalty program functions and property wide initiatives within a high traffic casino environment. The role ensures consistent operational support across guest interactions, promotional activities, and cross department responsibilities while maintaining accuracy, regulatory compliance, and continuity of service throughout the gaming floor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Promotes and reinforce loyalty club card membership signups, usage, and reprints throughout the casino floor by maintaining a visible service presence. Supports all loyalty club card related transactions, including answering questions regarding account status, benefits, mobile APP support, and account maintenance. Must deliver best-in-class service at all opportunities with internal and external guests.
2. Supports high volume property promotions and special events by engaging with guests, providing information, distributing gifts, which may include gift cards and other monetary instruments. Events will include large sums which require end-of-day balancing and reconciliation. Special events may include crowd control, unpacking boxes, product staging, guest concerns, constant physical demands, while still providing best-in-class service.
3. Supports various department and cross-property responsibilities, such as lost and found, guest assistance with tax records, promotional event support, and associated activities. Activities may include crowd control, vendor escorts, club card sign-ups, problem resolution, and venue reservations. Train new and existing team members on procedures, policies, and service expectations.
4. Performs routine floor support tasks, such as picking up trash, pushing in chairs, as needed to maintain an inviting and orderly guest environment. Observes and reports suspicious activity and complete required Title 31 documentation in compliance with regulatory guidelines.
5. Performs other duties as assigned to support the efficient operation of the department.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.

• Minimum one (1) year of experience in customer service environment required.

• Minimum one (1) year of cash handling experience required.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Ability to interact courteously and confidently with the public; maintain a positive, approachable demeanor; and consistently present a neat, professional appearance.

• Ability to read, write, and communicate effectively in English; bilingual language proficiency preferred; capable of clearly conveying information and responding appropriately to questions.

• Ability to exercise sound judgment, maintain confidentiality, follow established rules, and demonstrate attention to detail when handling information or transactions.

• Ability to remain calm, attentive, and responsive in dynamic, high‑traffic environments, including during time‑sensitive or unexpected situations.

• Basic proficiency in Microsoft Office applications (Word and Excel) preferred; ability to learn and use basic systems, tools, and documentation processes.

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 office 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 sitting most of the time. 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.

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!