Lead Representative, Guest Services
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
career advancement
Job Description
San Manuel Casino is one of the largest privately owned tribal casinos in the Inland Empire, committed to delivering extraordinary guest experiences in a dynamic and fast-paced environment. Known for its state-of-the-art gaming facilities, diverse entertainment options, and exceptional customer service, San Manuel Casino stands out as a prominent employer in the hospitality industry. With a focus on innovation, regulatory compliance, and community involvement, the casino operates under the highest standards to create a safe, welcoming, and exciting atmosphere for both guests and employees alike.
The Lead Representative - Guest Services position at San Manuel Casino plays a critical role in ensuring the operational continuity and excellence of the Guest Services department. Reporting directly to the Supervisor of Guest Services, this leadership role demands a strong ability to manage daily workflows, promote seamless communication, and uphold regulatory and procedural compliance across all functions. The role ensures that service delivery remains consistent and that promotional and event-related activities are coordinated effectively to enhance the overall guest experience. Focused on both operational oversight and team development, the Lead Representative is the senior point of contact during shifts, providing guidance and support to team members while handling inquiries and real-time operational decisions within defined authority limits.
Day-to-day responsibilities encompass monitoring service standards, ensuring adherence to loyalty program fundamentals, overseeing cash-handling activities with precision, and maintaining thorough knowledge of regulatory frameworks. The Lead Representative is also tasked with coordinating special events and promotions, ensuring all operational components are prepared, team members are trained and ready, and materials are managed with high accountability. This role requires exceptional multitasking abilities, attention to detail, and proficiency in using Microsoft Office tools and proprietary data platforms to track and report on operational metrics. Furthermore, the Lead Representative contributes to a collaborative team environment by identifying skill gaps, delivering coaching, and supporting continuous learning and performance improvement.
Physically, this role demands the ability to work in a fast-paced, high-demand casino setting that may include weekend, evening and holiday shifts. Employees are expected to manage physical tasks such as crowd control, product staging, and event support while maintaining the highest levels of guest service. The position involves exposure to an indoor, climate-controlled setting balanced with occasional travel for meetings, conferences, trade shows, and promotional activities. San Manuel Casino emphasizes inclusivity and makes reasonable accommodations in compliance with applicable laws, reflecting its commitment to employee well-being and growth.
This is an excellent opportunity for individuals with a minimum of four years’ guest service experience and at least one year of cash handling exposure who are eager to take on a leadership role that combines operational management with guest engagement. Candidates passionate about serving customers in a regulated environment and interested in contributing to a leading casino’s success will find this role fulfilling and rewarding. San Manuel Casino offers a supportive workplace culture, comprehensive training, and career growth prospects in one of the region’s most exciting hospitality sectors.
The Lead Representative - Guest Services position at San Manuel Casino plays a critical role in ensuring the operational continuity and excellence of the Guest Services department. Reporting directly to the Supervisor of Guest Services, this leadership role demands a strong ability to manage daily workflows, promote seamless communication, and uphold regulatory and procedural compliance across all functions. The role ensures that service delivery remains consistent and that promotional and event-related activities are coordinated effectively to enhance the overall guest experience. Focused on both operational oversight and team development, the Lead Representative is the senior point of contact during shifts, providing guidance and support to team members while handling inquiries and real-time operational decisions within defined authority limits.
Day-to-day responsibilities encompass monitoring service standards, ensuring adherence to loyalty program fundamentals, overseeing cash-handling activities with precision, and maintaining thorough knowledge of regulatory frameworks. The Lead Representative is also tasked with coordinating special events and promotions, ensuring all operational components are prepared, team members are trained and ready, and materials are managed with high accountability. This role requires exceptional multitasking abilities, attention to detail, and proficiency in using Microsoft Office tools and proprietary data platforms to track and report on operational metrics. Furthermore, the Lead Representative contributes to a collaborative team environment by identifying skill gaps, delivering coaching, and supporting continuous learning and performance improvement.
Physically, this role demands the ability to work in a fast-paced, high-demand casino setting that may include weekend, evening and holiday shifts. Employees are expected to manage physical tasks such as crowd control, product staging, and event support while maintaining the highest levels of guest service. The position involves exposure to an indoor, climate-controlled setting balanced with occasional travel for meetings, conferences, trade shows, and promotional activities. San Manuel Casino emphasizes inclusivity and makes reasonable accommodations in compliance with applicable laws, reflecting its commitment to employee well-being and growth.
This is an excellent opportunity for individuals with a minimum of four years’ guest service experience and at least one year of cash handling exposure who are eager to take on a leadership role that combines operational management with guest engagement. Candidates passionate about serving customers in a regulated environment and interested in contributing to a leading casino’s success will find this role fulfilling and rewarding. San Manuel Casino offers a supportive workplace culture, comprehensive training, and career growth prospects in one of the region’s most exciting hospitality sectors.
Job Requirements
- High school diploma or GED
- Minimum four years of guest service experience
- Minimum one year of cash handling experience
- Ability to work in a fast-paced high-demand environment
- Ability to work evening weekend and holiday shifts
- Strength sufficient to exert up to 10 pounds occasionally and up to 40 pounds occasionally
- Mobility to move safely in an office environment and travel to events
- Hearing and speech sufficient to communicate in person and via electronic methods
- Visual acuity sufficient for data preparation and computer tasks
Job Qualifications
- High school diploma or GED
- Minimum four years of guest service experience
- Minimum one year of cash handling experience
- Comprehensive knowledge of guest services operating principles loyalty program fundamentals event coordination concepts cash-handling standards and regulatory internal control frameworks
- High level of accuracy and attention to detail with the ability to multi-task and maintain precision in high-volume transactional environments
- Proficiency with Microsoft Office applications including Word Excel and Outlook
- Strong interpersonal and communication skills including the ability to de-escalate challenging situations and provide professional guidance
- Ability to assess operational needs coordinate workflow priorities and adapt to fluctuating business demands
- Ability to provide constructive support to team members and contribute to a collaborative team environment
Job Duties
- Provide advanced support across all guest services operations during assigned shifts by monitoring and ensuring service excellence enrollment activity and compliance adherence
- Serve as the senior on-duty resource for operational decisions within established authority limits offering guidance to team members and addressing inquiries in real time
- Assist with promotions and special events by coordinating operational components such as event preparation team readiness and procedural alignment
- Manage assigned event banking responsibilities including verifying balances and supporting team members in handling cash-equivalent materials with accuracy and accountability
- Plan and monitor daily weekly and monthly activities by managing schedules break rotations and workflow efficiency to maintain adequate coverage and smooth operations
- Communicate updates promotions policy changes and procedural expectations to the team in a clear timely and consistent manner
- Train and onboard new team members on procedures policies and service expectations
- Deliver best-in-class service at all opportunities with internal and external guests
- Support responsible gambling initiatives by maintaining awareness of established practices and communicating available resources
- Perform other duties as assigned to support the efficient operation of the department
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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