Lead Representative, Guest Services

Lead Representative - Guest Services

Under the direction of the Supervisor, Guest Services, the Lead Representative - Guest Services is responsible for providing operational oversight and continuity across all Guest Services functions within a fast-paced casino environment. Ensures consistent execution of department processes, supports the coordination of promotional and event-based activities, and maintains alignment with procedural, regulatory, and service requirements. This role upholds daily operational flow by managing resources, facilitating communication, and supporting team readiness to ensure smooth and compliant departmental operations.

Essential Duties And Responsibilities

1. Provides advanced support across all Guest Services operations during assigned shifts by monitoring and ensuring service excellence, enrollment activity, and compliance adherence, ensuring departmental standards are consistently met. Serves as the senior on-duty resource for operational decisions within established authority limits, offering guidance to team members and addressing matters and inquiries in real time. Supports leadership by identifying skill gaps, training needs, and high-potential team members through daily observations and operational interactions. Provides task-based coaching and on-the-job reinforcement to promote team development and operational consistency.

2. Assists with promotions and special events by coordinating operational components such as event preparation, team readiness, and procedural alignment. Provides staff with detailed event scripts and promotional information, and manages assigned event banking responsibilities, including verifying balances and supporting team members in handling several thousand dollars in cash-equivalent materials with accuracy and accountability.

3. Plans and monitors daily, weekly, and monthly activities by managing schedules, break rotations, and workflow efficiency to maintain adequate coverage and smooth operations. Communicates updates, promotions, policy changes, and procedural expectations to the team in a clear, timely, and consistent manner. Train and onboard new team members on procedures, policies, and service expectations.

4. Special events may include crowd control, unpacking boxes, product staging, guest concerns, constant physical demands, while still providing best-in-class service. Must deliver best-in-class service at all opportunities with internal and external guests. Supports Responsible Gambling initiatives by maintaining awareness of established practices, communicating available resources.

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

Education, Experience And Qualifications

• High School Diploma or GED required.
• Minimum four (4) years of experience in guest service required.
• Minimum one (1) year of cash handling experience required.

Knowledge, Skills And Abilities (Ksa)

• Comprehensive knowledge of Guest Services operating principles, loyalty program fundamentals, event coordination concepts, cash-handling standards, and regulatory/internal control frameworks, with the ability to apply this knowledge consistently in a fast-paced, regulated environment.
• High level of accuracy and attention to detail, with the ability to multi-task, process information quickly, and maintain precision when working with complex guest information or high-volume transactional environments.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook) and the ability to navigate operational systems and data platforms effectively, including entering, verifying, and interpreting information for tracking and reporting purposes.
• Strong interpersonal and communication skills, including the ability to de-escalate challenging situations, convey program benefits clearly, provide guidance with professionalism, and support positive guest engagement and understanding.
• Ability to assess operational needs, coordinate workflow priorities, adapt to fluctuating business demands, and communicate information clearly to maintain consistency and alignment within the team.
• Ability to provide constructive support to team members by recognizing general learning needs, offering guidance that reinforces expected standards, and contributing to a supportive and collaborative team environment.

Licenses, Certifications And Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• No Driving Responsibilities: Role does not require a driver's license or insurance.

Physical Requirements/ Working Conditions Environment

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all 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!