Under the direction of the Senior Manager of Customer Experience, the Manager Casino Quality Assurance is responsible for measuring the quality of service and facility and providing comprehensive performance and quality assurance reviews of casino services, products, operational standards, policies, and procedures. This position manages the quality assurance program to gauge the experience Yaamava’ Resort & Casino at San Manuel creates for guests, evaluates successful program execution, and determines if the experience meets the guests’ expectations. This position evaluates, reports, and recommends quality of service best practices for casino offerings, products, and overall guest experience. The Manager Casino Quality Assurance exhibits the highest level of service, ensures casino team members meet service standards, and maintains a working relationship with all department leaders.

Essential Duties & Responsibilities

1. Develops and implements casino product standards and procedures designed to eliminate operating issues, improve product quality, and increase the overall guest experience. 

Accountable for the development, administration, and continuous improvement of the quality assurance program. 

2. Accountable for the development, administration, and continuous improvement of the quality assurance program. 

3. Partners with casino leadership and team members regarding daily operations, planning and implementation processes, services, products, policies, and procedures to address opportunities to improve quality assurance. 

4. Develops and manages reporting, metrics, and analysis to evaluate the effectiveness of casino services, products, training, and communication. 

5. Collaborates with casino leadership to develop and foster an environment of open communication and drive engagement. 

6. Performs research on industry and casino best practices and leads implementation efforts to assure continuous improvement of casino operations. 

7. Supports the interactions and change management efforts involving casino initiatives, goals, and objectives. 

Identifies training needs and team member training resources when needed. 

8. Identifies training needs and team member training resources when needed. 

9. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks and assignments that contribute to the mitigation or response to any public health emergency. 

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization’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.  Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles. 

Education/Experience/Qualifications 

Bachelor’s degree from an accredited college or university is required.  

Minimum of three (3) years of experience in quality assurance industry required. Quality assurance in casino operations industry preferred.  

Minimum of five (5) years’ experience managing functions, teams, or departments required.  

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

Demonstrated experience with development, assessment or review of quality assurance policies, procedures, processes, and internal controls is required. 

Advanced proficiency in the Microsoft Office Suite as well as all compliance applications. 

Advanced knowledge regarding the development, assessment, or instructional delivery of quality assurance training.  

Ability to adhere to casino policies and support leadership decisions and goals in a positive and professional manner. 

Must be a highly motivated, results oriented and extremely organized individual. 

Must maintain a heightened awareness of all amenities offered throughout the property.  

Must have good presentation and excellent writing skills with the ability to communicate verbally across all levels of the organization. 

Must be willing to make positive changes, emphasize and demonstrate the importance of our team members and employee engagement. 

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 & 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!

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