Guest Services Assistant Manager, Guest Services

Jul 17, 2017
Jul 20, 2017
Job Type
Full Time
Founded in 1986, the San Manuel Casino (SMC) has built a strong reputation as a premier gaming establishment attracting more than two-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 including Players Club, Gift Shop, Surveys, Quality Service and Promotions. The Guest Services Assistant Manager oversees the interviewing, hiring and 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 meeting company goals and service standards.

Essential Duties & Responsibilities

* Oversees customer/employee relationships on the floor for internal and external guests.

* Provides constant feedback to Supervisors to guarantee excellence in service.

* Monitors training and development of Supervisors and checks off at designated intervals to assure quality performance.

* Confidentiality of guests/employees is maintained at all times.

* Ensures consistency in regards to employee conduct, warnings and procedures.

* Provides staffing for internal departments for show shifts, promotions, VIP parties, marketing events, and other assigned duties.

* Reviews safety issues and monitors Supervisors analysis reports.

* Processes customer complaints or disputes, including interviewing the customers, and forwarding information to General Administration and the involved department.

* 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.

* Maintains and controls Amusement ticket sales program to ensure available quantities for employee purchase; researches other options of amusement or entertainment available for consignment for continual program growth.

* Monitor overall performance of supervisors and frontline staff in meeting and/or exceeding service expectations and company goals in quality service walkthroughs, mystery shops, slot enrollments, emails and performance rating scores.

* 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 the employees to efficiently complete tasks.

* Communicates information and directives to supervisors and frontline staff and ensure implementation at all levels.

* 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.

* Solicits nominations for employee of the month and employee of the year awards to recognize outstanding employees and participate in the selection process and submission of list of awardees to Human Resources.

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.


* 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.Posted by StartWire