Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development programs
Employee wellness programs
Job Description
San Manuel is one of the largest private employers in the Inland Empire region, operating Yaamava' Resort and Casino, a premier gaming and entertainment destination. Known for its dedication to fostering community growth and employee well-being, San Manuel combines cultural heritage with a commitment to excellence in hospitality and gaming. The resort features a wide array of gaming options, luxurious amenities, and exceptional service designed to provide guests with memorable experiences. San Manuel not only emphasizes operational efficiency but also upholds the values and vision of the community it represents, making it a respected leader in the tribal gaming industry.
The position of Manager on Duty (MOD) at Yaamava' Resort and Casino is a pivotal leadership role responsible for overseeing the guest experience and supporting the seamless operation of the casino floor. Reporting directly to the Senior Manager of Customer Experience, the MOD ensures high service standards and operational compliance while balancing the interests of guests, team members, the Tribe, and the overall resort. This role serves as the authority figure during shifts, capable of making final decisions to resolve issues swiftly and effectively.
The MOD leads the Customer Experience support team, focusing on mentoring and professional development to enhance their performance and contribution to guest satisfaction. Key responsibilities include collaborating across departments to address and resolve guest concerns efficiently, maintaining awareness of casino operations, and promoting the resort's service standards. In addition, the MOD plays a critical role in emergency response coordination and regulatory compliance, ensuring that all actions align with federal, state, and tribal gaming laws including anti-money laundering and promotional dispute regulations.
Focused on continuous improvement, the MOD gathers and analyzes guest feedback and operational data to recommend changes that drive better experiences and operational success. This change-oriented mindset supports the resort’s strategic goals and fosters a culture of excellence and accountability.
The role requires strong leadership acuity, exceptional communication skills, and the ability to influence across departments and levels within the organization. The MOD must demonstrate professionalism and sound judgment in handling guest and employee interactions, while staying organized and capable of multitasking in a dynamic environment. Essential physical and environmental conditions include working in a climate-controlled office with some travel, often requiring evening or weekend shifts. This is a highly fulfilling role for individuals passionate about hospitality management, problem-solving, and team leadership within a vibrant, culturally rich casino resort environment.
The position of Manager on Duty (MOD) at Yaamava' Resort and Casino is a pivotal leadership role responsible for overseeing the guest experience and supporting the seamless operation of the casino floor. Reporting directly to the Senior Manager of Customer Experience, the MOD ensures high service standards and operational compliance while balancing the interests of guests, team members, the Tribe, and the overall resort. This role serves as the authority figure during shifts, capable of making final decisions to resolve issues swiftly and effectively.
The MOD leads the Customer Experience support team, focusing on mentoring and professional development to enhance their performance and contribution to guest satisfaction. Key responsibilities include collaborating across departments to address and resolve guest concerns efficiently, maintaining awareness of casino operations, and promoting the resort's service standards. In addition, the MOD plays a critical role in emergency response coordination and regulatory compliance, ensuring that all actions align with federal, state, and tribal gaming laws including anti-money laundering and promotional dispute regulations.
Focused on continuous improvement, the MOD gathers and analyzes guest feedback and operational data to recommend changes that drive better experiences and operational success. This change-oriented mindset supports the resort’s strategic goals and fosters a culture of excellence and accountability.
The role requires strong leadership acuity, exceptional communication skills, and the ability to influence across departments and levels within the organization. The MOD must demonstrate professionalism and sound judgment in handling guest and employee interactions, while staying organized and capable of multitasking in a dynamic environment. Essential physical and environmental conditions include working in a climate-controlled office with some travel, often requiring evening or weekend shifts. This is a highly fulfilling role for individuals passionate about hospitality management, problem-solving, and team leadership within a vibrant, culturally rich casino resort environment.
Job Requirements
- Bachelor's degree in a related field
- Minimum three years of progressive and relevant experience in casino gaming operations
- Minimum three years of supervisory experience
- Ability to obtain and maintain a gaming license as required
- No requirement for a driver’s license or insurance
- Ability to work evenings, weekends, and holidays
- Ability to work in a fast-paced, high-demand environment
- Physical capability to stand, walk, lift up to 40 pounds occasionally
- Sufficient hearing, speech, and visual acuity to perform job duties
- Ability to travel for meetings, conferences, and trade shows
Job Qualifications
- Bachelors degree in a related field
- Minimum three years of progressive experience in casino gaming operations
- Minimum three years of supervisory experience
- Basic proficiency with Microsoft Suite and casino management systems such as Synkros
- Strong leadership skills with the ability to influence and support team members
- Highly motivated, resolution-oriented, and organized
- Exceptional judgment and decision-making in guest and team interactions
- Proven ability to build talent, inspire teams, lead change, and drive results
Job Duties
- Collaborate with various departments to resolve guest concerns efficiently
- Enhance guest experience by monitoring casino floor and service delivery
- Lead and mentor Customer Experience support team for professional development
- Maintain comprehensive understanding of departmental operations and leadership goals
- Respond proficiently to emergency situations and coordinate with regulatory agencies
- Ensure compliance with internal controls, HR policies, and gaming standards
- Communicate updates to the Office of General Manager effectively
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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