Customer Experience Liaison

Under the direction of the Casino Manager on Duty (MOD), the Customer Experience Liaison (CXL), will be responsible for enhancing the guest experience throughout the enterprise, ensuring service standards are maintained at an elevated level, and the quality of service provided by the enterprise is best in class. This individual will be assigned to a zone within the enterprise actively searching out service opportunities. The CXL will actively work with the MOD and CX divisions to improve overall company performance, reduce guest effort, and help to identify areas for service improvement.

Essential Duties & Responsibilities

1. This role will support the enterprise in the quality of services provided for resort offerings, products, and the overall guest experience. As well as actively searching out service opportunities for guests and ensuring quality output meets the standards set by the enterprise. Including reviewing key areas such as ensuring Slot machines, Tables, Booths, Cages, TVs, Music, Kiosks, CDUs, trash cans, and floor services being provided are in functioning order. Report and concerns observed and follow up for resolution. Track and assist TQ and Diamond guests to offer genuine hospitality and a more personalized service. Proactively addresses and resolves all guest feedback analytically with a best-in-class attitude. The objective is to have a one-touch resolution for guest appeasement to recover the guest experience.

2. The CXL will build sustainable relationships through trust, and clear and effective communication with the MODs as well as all resort operations departments.  well as all other internal departments to coordinate the planning and implementation of projects to address quality of service issues.

3. Supports and reinforces enterprise standards and procedures designed to increase the overall guest experience to the best in class. CXL will have standard operating guidelines to provide clear instructions and protocols for conducting tasks including but not limited to the end-of-shift summary and expectations and accountability. Assists MODs in fostering an energetic and positive working environment.

4. Actively participates in casino operations pre-shifts, training, and other activities with an ownership mindset, taking responsibility for dissemination of pertinent CX department news and information Assists with enterprise-wide events as needed, including but not limited to hype events, training seminars, and presentations.

5. Develops skill sets by attending seminars and training sessions about new service ideas and concepts. Adapts to casino and hospitality industry innovations, operations, and enterprise policies and procedures. Training sessions can be held on- or off-site.

6. Perform other duties as assigned to support the efficiency, productivity, and profitability of the enterprise.

Education/Experience/Qualifications

• Associate’s degree in a related field required.

• Bachelor’s degree preferred.

• Minimum of two (2) years of experience in the hospitality or casino industry required.

• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Basic proficiency with Microsoft Suite (Excel, Word, PowerPoint) required.

• Ability to prioritize and manage multiple tasks with deadlines.

• Ability to solve problems while exhibiting sound judgment.

• Ability to guide processes from start to closure.

• Must have strong attention to detail, a high level of prioritization, and organizational skills in a fast-paced, high-volume environment.

• Must maintain excellent desk/computer/workflow organizational skills.

• Must be comfortable with change and able to adapt quickly.

• Must demonstrate a polished and professional presentation and communication style, and be capable of communicating complex content in a succinct manner in-person, over the phone, and through written correspondence.

• Must possess internet research skills required and have knowledge and the working ability of social media platforms, inclusive of LinkedIn.

• Must protect confidential and or proprietary information that is not public and that should be protected from unauthorized access or disclosure. 

Certificates/Licenses/Registrations

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

Yaamava’ Resort and Casino at 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!