Senior Representative, Guest Services

Under the direction of the Guest Services Floor Supervisor, the Guest Services Senior Representative is responsible for providing Best in Class service at every opportunity while assisting the needs of the guest in a variety of areas, dependent upon assigned schedule. Responsibilities include promoting and encouraging Club Card membership by enrolling guests, maintaining account information, reprinting club cards, Guest Services redemption booths, greetings, Bus Counter oversight, crowd control, special events, applying free play, coupons, meal vouchers and match play. The Guest Services Senior Representatives are also responsible for reporting any illegal activity discovered i.e. pan handling, Title 31 violations, compulsive gambling concerns, medical emergencies and health and safety issues.

Essential Duties & Responsibilities

1. Responsible for promoting and encouraging Club Card membership and Club Card usage, which includes systematically issuing and replacing Club Cards, maintaining Club Card accounts, and handling various related transactions associated with Club Card memberships.  Participates in observation of suspicious activity throughout Casino and follows required procedures for completing Title 31 Report forms.

2. Assists with promotions and special events, which may include distribution and setup of promotional gift giveaways and monetary gift giveaways such as gift cards.  Promotional setup and distributions include, lifting of up to 25lbs. and opening and unpacking boxes.  Monetary promotional events include handling of large sums; including verifications, counting, and balancing processes.  

3. Responsible for Club Card membership sign-ups and reprints throughout Casino floor.  Responsible for picking up trash, pushing in chairs, and engaging with guests through greetings, answering questions, and escorting guests to various locations. 

4. Assists with crowd control during emergency medical situations, special events and overcrowding, while maintaining and promoting health and safety protocols as outlined by Department and Enterprise.  Implements evacuation procedures during crises and mandatory evacuations by following assigned duties and attending to needs of special needs patrons.  Assists with guest service needs at special events to ensure success of events; including concerts, VIP parties, Slot tournaments, VIP gift night and promotional drawings.  Participates in observation of suspicious activity throughout Casino and follows procedures related to Compliance matters.

5. Performs other duties as assigned to support efficient operation of Department.

Education/Experience/Qualifications

• High School Diploma or GED required.

• Minimum one (1) year experience in customer service environment required.

• Minimum one (1) year cash handling experience required.

• Basic proficiency in Microsoft Office (Word and Excel) required.

• Ability to read, write and communicate in English required; bi-lingual preferred.

• Must be outgoing, approachable, and maintain good personal grooming habits.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

San Manuel Band of Mission Indians and Yaamava' Resort & Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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!