Photo of Yaamava’ Resort & Casino at San Manuel, Highland, CA

Customer Experience Liaison

Yaamava’ Resort & Casino at San Manuel

777 San Manuel Boulevard
Highland, CA 92346

Casino & Hotel
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Full-Time

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!

Posted October 17, 2024

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. 

Our employees have the option to select the benefits that best support their lives and their wellness.