Senior 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
competitive pay
Job Description
San Manuel is a prominent and respected enterprise in the Inland Empire, known for its commitment to providing exceptional employment opportunities and fostering employee growth and well-being. As one of the largest private employers in the region, San Manuel operates a dynamic casino environment that values outstanding guest services and ensures a safe, engaging atmosphere for all visitors. The company takes pride in promoting career advancement while offering a variety of roles that empower employees to develop skills and excel within the hospitality and gaming sectors.
The Senior Representative - Guest Services role at San Manuel is a pivotal position responsible for delivering best-in-class service throughout the casino. Working under the direction of the Supervisor, Guest Services, this role requires interactions with a diverse range of guests to support their needs, promote club membership, and assist with various events and operational tasks. The role is essential in enhancing the overall guest experience by engaging with visitors, managing membership accounts, supporting promotions, and ensuring compliance with gaming regulations. Candidates for this position should be outgoing, approachable, and committed to maintaining the highest standards of personal grooming and professionalism.
The position involves a broad spectrum of duties, including promoting and managing Club Card memberships, participating in special events and promotions, handling cash transactions, and assisting with crowd control during emergencies and large events. It requires physical stamina for some lifting tasks, strong communication skills, and the ability to work collaboratively in a fast-paced, safety-conscious environment. The Senior Representative plays a key role in creating a welcoming casino atmosphere, coordinating with various departments to ensure smooth operations, and adhering to all compliance and safety protocols.
This role is highly dynamic, with work performed primarily in a climate-controlled casino setting. The Senior Representative must be able to work evenings, weekends, and holidays as required, and will occasionally travel to attend meetings, trade shows, and conferences. Physical requirements include the ability to lift up to 40 pounds occasionally and the endurance to stand or walk for extended periods. The position also requires proficiency in English, with bilingual abilities preferred, and basic Microsoft Office skills are advantageous.
Working as a Senior Representative - Guest Services at San Manuel offers a unique opportunity to be part of a large, community-focused organization dedicated to employee development and excellent guest experiences. The role demands attention to detail, a proactive approach to customer service, and the flexibility to adapt to a vibrant, sometimes high-pressure environment. Employees benefit from comprehensive support and are encouraged to participate actively in the ongoing success of the casino and the broader company mission.
The Senior Representative - Guest Services role at San Manuel is a pivotal position responsible for delivering best-in-class service throughout the casino. Working under the direction of the Supervisor, Guest Services, this role requires interactions with a diverse range of guests to support their needs, promote club membership, and assist with various events and operational tasks. The role is essential in enhancing the overall guest experience by engaging with visitors, managing membership accounts, supporting promotions, and ensuring compliance with gaming regulations. Candidates for this position should be outgoing, approachable, and committed to maintaining the highest standards of personal grooming and professionalism.
The position involves a broad spectrum of duties, including promoting and managing Club Card memberships, participating in special events and promotions, handling cash transactions, and assisting with crowd control during emergencies and large events. It requires physical stamina for some lifting tasks, strong communication skills, and the ability to work collaboratively in a fast-paced, safety-conscious environment. The Senior Representative plays a key role in creating a welcoming casino atmosphere, coordinating with various departments to ensure smooth operations, and adhering to all compliance and safety protocols.
This role is highly dynamic, with work performed primarily in a climate-controlled casino setting. The Senior Representative must be able to work evenings, weekends, and holidays as required, and will occasionally travel to attend meetings, trade shows, and conferences. Physical requirements include the ability to lift up to 40 pounds occasionally and the endurance to stand or walk for extended periods. The position also requires proficiency in English, with bilingual abilities preferred, and basic Microsoft Office skills are advantageous.
Working as a Senior Representative - Guest Services at San Manuel offers a unique opportunity to be part of a large, community-focused organization dedicated to employee development and excellent guest experiences. The role demands attention to detail, a proactive approach to customer service, and the flexibility to adapt to a vibrant, sometimes high-pressure environment. Employees benefit from comprehensive support and are encouraged to participate actively in the ongoing success of the casino and the broader company mission.
Job Requirements
- High School Diploma or GED required
- minimum one year experience in customer service environment required
- minimum one year cash handling experience required
- ability to read, write and communicate in English required
- must be outgoing, approachable and maintain good personal grooming habits
- may be required to obtain and maintain a gaming license at discretion of regulatory commission
- no driving responsibilities
- able to lift up to 40 pounds occasionally
- able to stand, walk and sit for extended periods
- ability to work evenings, weekends and holidays
- able to work in a fast-paced environment
Job Qualifications
- High School Diploma or GED
- minimum one year experience in customer service environment
- minimum one year cash handling experience
- basic proficiency in Microsoft Office (Word and Excel) preferred
- ability to read, write and communicate in English
- bi-lingual preferred
- outgoing and approachable personality
- good personal grooming habits
Job Duties
- Promote and encourage Club Card membership and usage
- issue and replace Club Cards and maintain Club Card accounts
- handle transactions related to Club Card memberships
- observe suspicious activity and complete Title 31 Report forms
- assist with promotions and special events including setup and distribution of gifts
- handle cash for promotional events including verification, counting and balancing
- conduct Club Card membership sign-ups and reprints on casino floor
- engage with guests, provide assistance and escort guests as needed
- assist with crowd control during emergencies, special events and overcrowding
- implement evacuation procedures and attend to needs of special needs patrons
- support guest service needs at special events such as concerts, VIP parties, and slot tournaments
- participate in compliance observation and reporting
- perform other duties to support efficient department operations
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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