Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
flexible scheduling
Job Description
Pechanga Resort Casino is a premier entertainment and hospitality destination renowned for its exceptional service and luxurious amenities. Located in Temecula, California, it offers guests a unique blend of gaming, dining, accommodations, and entertainment options, all designed to provide an unforgettable experience. The resort casino prides itself on upholding high standards of quality and excellence, as evidenced by its alignment with the Four Diamond Service Agreement which focuses on delivering top-tier guest services. With a commitment to integrity and guest satisfaction, Pechanga Resort Casino sets itself apart as a leader in the hospitality industry, continually striving to enhance its offerings while maintaining a welcoming and professional environment for both guests and staff.
The role of Guest Services Assistant Manager at Pechanga Resort Casino is pivotal to ensuring that these high standards of service are maintained. Acting as a key support figure to the Guest Services Manager and stepping in during their absence, this position requires a leader adept at managing and coordinating the daily operations of the guest services department. The Assistant Manager not only supervises team members, including Guest Services Supervisors and Representatives, but also plays an integral role in fostering a positive work environment that promotes the professional development and growth of all staff. This dual responsibility of leadership and operational oversight ensures that guest satisfaction remains a top priority while achieving profitability through efficient cost control and resource management.
The Guest Services Assistant Manager is entrusted with a wide range of responsibilities that span operational management, staff supervision, and strategic planning. This includes resolving guest inquiries and complaints promptly and effectively, managing departmental budgets, and overseeing compliance with corporate policies and regulatory standards. The role demands strong decision-making skills, especially during peak times or emergency situations, to ensure seamless service delivery. Additionally, this position involves active participation in ongoing team communication, performance evaluations, and training initiatives to uphold the Four Diamond commitment to guest service.
Candidates for this position should be prepared to demonstrate excellent communication and mathematical skills, with the ability to analyze reports, forecast trends, and apply practical solutions to enhance department performance. Experience with industry-specific software such as Opera, Bally's CMP, and Microsoft Office is essential for managing daily operations and documentation. Moreover, successful applicants must be able to obtain and maintain a class "A" gaming license, reflecting the importance of regulatory compliance within the gaming and hospitality sectors.
This role offers an exciting opportunity for individuals who thrive in dynamic environments and are passionate about delivering exceptional guest experiences while leading diverse teams. The Guest Services Assistant Manager is a crucial member of the Pechanga Resort Casino team, instrumental in sustaining the resort's reputation for excellence and ensuring every guest encounter meets the highest standards of satisfaction.
The role of Guest Services Assistant Manager at Pechanga Resort Casino is pivotal to ensuring that these high standards of service are maintained. Acting as a key support figure to the Guest Services Manager and stepping in during their absence, this position requires a leader adept at managing and coordinating the daily operations of the guest services department. The Assistant Manager not only supervises team members, including Guest Services Supervisors and Representatives, but also plays an integral role in fostering a positive work environment that promotes the professional development and growth of all staff. This dual responsibility of leadership and operational oversight ensures that guest satisfaction remains a top priority while achieving profitability through efficient cost control and resource management.
The Guest Services Assistant Manager is entrusted with a wide range of responsibilities that span operational management, staff supervision, and strategic planning. This includes resolving guest inquiries and complaints promptly and effectively, managing departmental budgets, and overseeing compliance with corporate policies and regulatory standards. The role demands strong decision-making skills, especially during peak times or emergency situations, to ensure seamless service delivery. Additionally, this position involves active participation in ongoing team communication, performance evaluations, and training initiatives to uphold the Four Diamond commitment to guest service.
Candidates for this position should be prepared to demonstrate excellent communication and mathematical skills, with the ability to analyze reports, forecast trends, and apply practical solutions to enhance department performance. Experience with industry-specific software such as Opera, Bally's CMP, and Microsoft Office is essential for managing daily operations and documentation. Moreover, successful applicants must be able to obtain and maintain a class "A" gaming license, reflecting the importance of regulatory compliance within the gaming and hospitality sectors.
This role offers an exciting opportunity for individuals who thrive in dynamic environments and are passionate about delivering exceptional guest experiences while leading diverse teams. The Guest Services Assistant Manager is a crucial member of the Pechanga Resort Casino team, instrumental in sustaining the resort's reputation for excellence and ensuring every guest encounter meets the highest standards of satisfaction.
Job Requirements
- High school diploma or GED
- two years front desk supervisor experience or equivalent combination of education and experience
- ability to obtain and maintain a class A gaming license
- effective communication skills
- proficiency in industry-related software
- ability to type 30 words per minute
- strong leadership and organizational skills
- knowledge of labor laws and human resources policies
- availability to work nights, weekends, and holidays
- ability to manage multiple tasks and work with minimal supervision
Job Qualifications
- High school diploma or GED
- two years front desk supervisor experience or equivalent
- ability to read, analyze and interpret scientific, financial and legal documents
- strong verbal and written communication skills
- proficiency in Opera, Bally's CMP, Open Course, Audience View, Saflok, Movie System, and Microsoft Office applications
- typing speed of 30 wpm
- ability to work independently
- strong problem-solving skills
- leadership and team management abilities
- knowledge of labor legislation and human resources practices
- flexibility to work nights, weekends, and holidays
- ability to remain calm and alert during emergencies and heavy activity
Job Duties
- Manage, direct, and ensure high guest satisfaction in delivery of all services
- listen, respond, and resolve guest inquiries, concerns, and complaints timely through thorough investigation and positive solutions
- observe, maintain, and support staff performance fostering professional development and growth
- perform administrative duties supporting Guest Service Manager and fill in during absences or heavy workloads
- demonstrate sensitivity and respect towards guests and team members
- oversee compliance to standard operating procedures, company policies, and regulations
- assist in development and implementation of departmental goals, operations, and strategies
- remain calm and alert during emergencies and heavy hotel activity
- make decisions using logic and best business practices
- communicate effectively both verbally and in writing to provide clear direction
- observe, support, and provide feedback on staff performances
- manage staff workload, supplies, breaks, and lunches ensuring adequate staffing
- attend and conduct staff and pre-shift meetings
- manage billable services, financial statements, cash records ensuring compliance
- maintain and ensure adherence to daily tasks, schedules, and checklists
- review VIP arrivals, special events, and operational reports for accuracy
- monitor department expenses supporting budget and payroll controls
- establish and support yield management procedures with hotel and casino
- maintain favorable working relationships with other departments
- develop and improve departmental standards to maximize guest satisfaction
- research and recommend new products and services to improve operations
- monitor competitive trends and recommend future goals based on forecasts
- foster a work environment promoting professional development and growth
- protect assets by adhering to standard operating procedures and regulations
- perform other duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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