Under the direction of the VIP Services Director, the VIP Services Shift Manager is responsible for the overall supervision of the department’s frontline staff and their responsibilities pertaining to exceptional guest service, hotel and restaurant reservations, support for the Player Development staff, and reaching and/or exceeding Department goals. The VIP Services Shift Manager oversees the training of Supervisors, as well as provides constant feedback, consultation and guidance to Supervisors to ensure efficiency and productivity. They also assist and direct Supervisors in the overall operation of the department including, planning and monitoring of all VIP Services activities that compliment enterprise goals while driving exceptional service standards.

Essential Duties & Responsibilities

1. Responsible for the direct supervision of the VIP Services Supervisors and all front line employees for the overall responsibilities of the VIP Services.  Management of day-to-day operations to support a 24/7 department, to include scheduling, daily schedules, assigning special assignments when needed to ensure efficient functions of the department.  Communicates information and directives to Supervisors and frontline staff and ensure implementation at all levels.

2. Ensures thorough understanding and full compliance with all VIP Services policies and procedures.  Ensures gaming operating procedures are being followed and provides guidance and training to department personnel on operations.

3. Provide plans, coordination and monitoring of all activities and development related to guest communication, ensuring goals are achieved.

4. Oversees guest/team member relationships on the casino floor for internal and external guests.   Resolves guest issues or situations on the casino floor to ensure excellent service and resolution of problems.   Maintains confidentiality of all guests and team member information all times.

5. Provides constant feedback, coaching and disciplinary action to Supervisors to guarantee excellence in guest service standards established by SMC.  Ensures consistency in regards to team member conduct, warnings and procedures.  Oversees and approves all disciplinary actions issued by Supervisors to all other VIP Services team members.

6. Communicates all promotions, offers, specials, discounts and changes to staff ensuring they are very knowledgeable of all details of these throughout the Casino property.

7. Monitors overall performance of Supervisors and frontline staff in meeting and/or exceeding service expectations and Enterprise goals, mystery shops and performance rating scores.  Prepares performance evaluations for Supervisors and oversees the performance evaluations of all other VIP Services team members.

8. Perform other duties as assigned to support the efficient operation of the department.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the enterprise’s policies and applicable laws.   Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education/Experience/Qualifications

• High School Diploma or GED required.
• Continuing education college coursework preferred.
• Minimum three (3) years supervisory experience required.
• Minimum five (5) years guest service experience required.
• Minimum two (2) years casino experience preferred.
• Intermediate proficiency in Microsoft Word, Excel, PowerPoint and Outlook is preferred.

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 and maintain a valid driver’s license with an acceptable driving record as determined by the enterprise’s insurance carrier.

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!