Quality Assurance Specialist - F&B
Reporting to the Manager, Food & Beverage (F&B) Quality Assurance, the F&B Quality Assurance Specialist is responsible for enhancing the guests’ journey in Food & Beverage outlets. This position prepares response, recovery, and service opportunities for Yaamava’ Resort & Casino F&B Department to identify and analyze trends that potentially impact guest loyalty. The F&B Quality Assurance Specialist will play a critical role by leveraging the resources provided by the Food & Beverage department and is the subject matter expert on several core systems assigned to the role.
Essential Duties & Responsibilities
1. Analyzes trends in reoccurring opportunities, collaborates with internal stakeholders as well as various other operations departments to improve processes, and develops trainings that will help mitigate future issues resulting in increased guest loyalty.
2. Coordinates F&B Marketing initiatives, collaborating with Marketing and F&B outlet leadership on creation of guest facing collateral and online content to satisfy operational needs and improve guest experience.
3. Maintains a current and accurate understanding of each department’s operational and guest service expectations, objectives, strategies, and operational plans pertaining to the guest experience. Understands how each of these relates to the guest journey and possible service opportunities within that journey.
4. Manages conception, development, and implementation of marketing plans and strategy, product concepts, and promotional programs to drive customer interest and sales.
5. Ensures all pertinent information regarding guest feedback is communicated in a clear, concise and timely manner to all levels of Leadership. Provides written plans and regular progress reports to stakeholders.
6. Performs data manipulation and analysis (graphical and statistical) as required in support of initiatives that improve the customer experience and streamline operations performance.
7. Coordination and management of upcoming and current projects. Supports multiple projects and initiatives simultaneously without adversely affecting deadline commitments.
8. Conducts gap analysis to identify opportunities for improvement, structure efforts to achieve the targeted improvements and establish measurement systems to monitor performance.
9. Develops presentations and other program management support documentation.
10. Performs other duties as assigned to support the efficient operation of the department.
Education/Experience/Qualifications
Associate’s Degree in Business Administration or related field required.
Minimum of two (2) years’ experience within casino operations, customer experience, or hospitality industry required.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Demonstrated knowledge of the enterprise’s core business process and operations.
Experience overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
Ability to create systematic and consistent requirements specifications in both technical and user-friendly language.
Experience creating marketing strategies, plans, campaigns, and other marketing initiatives.
Ability to conduct market research, competitive analyses, and research on target audiences.
Must have the ability to communicate verbally across all levels of the organization.
Must have good presentation skills.
Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.
Must have exceptional interpersonal skills, communicating effectively to both internal and external guests.
Expertise in the utilization of guest feedback systems preferred.
Experience with development, assessment or review of quality assurance policies, procedures, processes, and internal controls preferred.
Knowledge of the development, assessment, or instructional delivery of quality assurance training.
Certificates/Licenses/Registrations
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the insurance carrier.
Lean Six Sigma certificate is preferred.
San Manuel will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
Yaamava’ Resort & Casino at San Manuel
Yaamava’ Resort & Casino at San Manuel is located just 60 minutes from downtown Los Angeles in the city of Highland, CA. It is one of the largest casinos on the West Coast, with 7,000 slot machines, 150 table games, and five high-limit rooms. We are one of the top 10 largest casino resorts in the US.
Guests enjoy sweeping views of the San Bernardino Mountains, live entertainment, and a full array of dining options, which include The Pines Modern Steakhouse, Hong Bao Kitchen, Serrano Vista Cafe, Rock & Brews, Chingon Kitchen, Big Mo’ Cafe, and 11 bars and lounges.
The Serrano Spa earned a Forbes Travel Guide Five-Star award, and The Pines Modern Steakhouse and Yaamava’ Resorteach earned a Forbes Travel Guide Four-Star award, with all three being the first in the Inland Empire to receive such designation. Yaamava' Resort and Casino at San Manuel also received two 2023 AAA Four Diamonds ratings for the new hotel and The Pines Modern Steakhouse.
Our hotel features a 17-story tower with 432 guest rooms & suites. Guests relax in an elevated pool with a bar and private cabanas, the lavish full-service Serrano spa and salon, a health and fitness center, a full array of dining options, multiple bars and lounges, and luxe retail shops.
Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry.
At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be.
Click here to see why you’ll want to work on our Team
Our benefits focus on five key areas of wellness - financial, emotional, physical, social, and occupational - because we know it takes more than a salary to thrive. The benefits under each category include everything from retirement, insurance and dental benefits to emotional wellness programs, home repair services, and much more.
