Under the direction of the Senior Manager, Customer Experience, the Manager on Duty (MOD) is responsible for overseeing the guest experience on the casino floor and supporting the management of all operations. This role holds team members accountable for their impact on the guest experience and acts on behalf of casino resort leadership. Ensures operational efficiency, enforces compliance with standards, and has the authority to make final decisions regarding Yaamava’ Resort and Casino operations, prioritizing the best interests of the Tribe, Resort, Casino, guests, and team members. With a strong focus on guest concerns, high service standards, and a deep understanding of casino and resort operations, this role champions the Tribe's strategic priorities while reflecting the community's vision and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Collaborate with various departments as a neutral agent to efficiently resolve guest concerns, fostering a seamless and memorable visit. Enhance the guest experience by maintaining a heightened awareness of the casino floor, actively monitoring service delivery, and ensuring alignment with Yaamavá’ Service Standards. Leads the Customer Experience support team focusing on enhancing the guest experience. Responsible for their professional development, effective performance and mentorship.  
2. Maintains a comprehensive understanding of departmental operations and leadership objectives to drive effective decision making with a resolution-oriented approach. Respond proficiently to emergency situations, coordinating with external and regulatory agencies and handling patron exclusions. Ensure compliance with internal controls and HR policies to support team member incidents, including suspensions, fostering a fair and structured work environment.
3. Gather, analyze, and interpret data to formulate well-supported recommendations based on guest feedback. With a leading change mindset, the MOD will identify opportunities for improvement that enhance guest experience while leveraging this information to engage with key decision-makers to facilitate operational changes.  
4. Supporting and enforcing adherence to all relevant Federal, State, and Tribal gaming standards, including but not limited to the Anti-Money Laundering Program, Bank Secrecy Act, U.S. Patriot Act, game integrity and protection, slot disputes and investigations, and promotional disputes and settlement agreements, in the absence of operational directors.
5. Responsible for communicating pertinent information to The Office of General Manager to provide consistent updates on relevant strategic and tactical level responses and solutions.  Ensuring communication is in a clear, concise, complete, timely, factual and consistent manner.  
6. Performs other duties as assigned to support the efficient operation of the department.

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. Make hiring decisions and designs individual development plans with succession planning in mind for all key roles.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

•    Bachelors’ degree in a related field is required.
•    Minimum three (3) years of progressive and related experience in the operational aspects of the casino gaming industry is required.
•    Minimum three (3) years of supervisory experience is required. 
•    Related, relevant, and/or direct experience may be considered in lieu of the minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

•    Basic proficiency with Microsoft Suite (Excel, Word, PowerPoint) and other casino management systems including but not limited to Synkros.
•    Utilize data to effectively translate operational efforts into measurable revenue outcomes. 
•    Ability to exhibit a solid background in operations management while driving business growth and brand loyalty.
•    Must demonstrate a professional demeanor and strong leadership skills, with the ability to influence and support all team members, fostering collaboration and engagement across the organization, despite reporting structure.  
•    Must be a highly motivated, resolution oriented, self-driven, and organized individual capable of effectively multitasking. 
•    Must display the highest degree of professionalism, judgment, and decision-making in all guest and team member interactions.
•    Demonstrate exceptional leadership abilities to effectively guide CX support teams to achieve significant results and exceed performance expectations. 
•    Demonstrates proficiency building talent, inspiring and motivating others, leading change, results orientation, and strategic visioning, to drive organizational success and fostering a high-performance culture.   
 
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.

• Active Work: involves standing most of the time and sitting at times. Consistent use of 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!