Manager, Guest Services

Under the direction of the Senior Manager, Guest Services, the Manager, Guest Services is responsible for leading the Guest Services team in ensuring exceptional service standards that align with operational objectives and enterprise initiatives within a fast-paced casino environment requiring flexibility to work nights, weekends, and holidays to support 24/7 business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Oversees Guest Services tasks, which include training, and development to ensure team members are performing at acceptable levels as determined by department. Provides oversight in planning for promotional events, scheduling, activities related to loyalty club membership, club account maintenance to ensure service standards and operational expectations are met and exceeded when possible. Remains available and “on call” to provide ongoing support to team members and address operational needs.
2.    Maintains comprehensive knowledge of player tracking systems, promotions, events, and overall property offerings to effectively support guests and team members. Ensures all Guest Services team members deliver service excellence in alignment with company initiatives policies, procedures, and productivity standards, while maintaining efficient and effective floor operations. Collaborates, plans, and executes promotions and special events with cross-property partners. Prepares and analyzes departmental reports related to performance, productivity, and accountability measures.
3.    Addresses and resolves guest concerns promptly and effectively, while keeping leadership informed of trends or needed improvements. Demonstrates strong knowledge of the competitive market and effectively promotes the features and benefits of the loyalty club program. Champions Responsible Gaming initiatives by serving as a Responsible Gaming Ambassador, providing appropriate resources and support to guests, and offering expert guidance to casino leadership as a subject matter expert to ensure compliance, awareness, and best practices are consistently upheld.
4.    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 field required.
• Minimum three (3) years of customer service or hospitality experience required.
• Minimum three (3) years of supervisory experience required.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Strong understanding of Guest Services operations, casino loyalty programs, event processes, cash‑handling protocols, and regulatory/internal control requirements, with the ability to apply this knowledge to maintain accuracy and alignment with enterprise standards. 
• Ability to assess complex or sensitive situations, interpret relevant information, and apply sound judgment to support effective resolutions in a fast‑paced environment. 
• Ability to communicate policies, expectations, updates, and procedural information clearly and professionally, ensuring consistent understanding among team members and cross‑departmental partners. 
• Strong capability to evaluate operational needs, anticipate service demands, and prioritize tasks and resources to support smooth, efficient departmental functioning. 
• Ability to recognize strengths, developmental needs, and emerging capabilities in others, providing constructive feedback and insight that support a positive, growth-oriented work environment. 
• Ability to build effective working relationships, collaborate with internal departments, and maintain alignment with enterprise initiatives, especially during promotions, events, and high‑impact operational periods.

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 and gaming facility 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. 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!