The Casino Quality Assurance Specialist (CQA Specialist) is an integral part of the Customer Experience Team in supporting all casino operations. Under the direction of the Casino Quality Assurance Manager (CQA Manager), the Casino Quality Assurance Specialist is responsible for conducting audits throughout the casino to ensure department standards are maintained, and the quality of service provided for casino offerings, products and guest service is best in class. This role is responsible for preparing and submitting reports of findings and recommendations to the CQA Manager. The CQA Specialist actively works with the CQA Manager to help improve overall enterprise performance, reduce complaints and help to identify areas for training or process improvement, while facilitating employee development.

To be successful in the role of CQA Specialist, this position requires a highly motivated, results-oriented and extremely organized individual. This role requires in-depth knowledge and outward support of the casino for quality of services for casino offerings, products and the overall guest experience. This also includes a heightened awareness of all amenities offered throughout the property, high service standards, and the ability to establish a reliable working relationship with all team members.

Essential Duties & Responsibilities

1. Communicates clearly and effectively with members of the Customer Experience Team (Director, Managers and Specialists) as well as all other internal departments and external business partners. Plans, conducts and monitors testing and evaluation of the casino operations processes to ensure quality output meets the standards set by the department.

2. In conjunction with the CQA Manager, develops and implements casino product standards and procedures designed to eliminate operating problems, improves product quality and increases the overall guest experience to best in class.

3. Applies established metrics and establishes metrics as necessary to assess the service provided for casino offerings, products and service provided to guests.

4. Maintains innovative skills by attending seminars and training sessions with regard to new training ideas or philosophies, changes in casino operations or enterprise policy and procedures, and/or changes in the casino/hospitality industry.

5. Meets regularly with CQA Supervisor and colleagues to coordinate planning and implementation of projects to address quality assurance issues. Identifies training needs, areas that are substandard and suggests training methods to meet and exceed quality standards.

6. Responsible for preparing reports and disseminating reports on a daily, weekly basis and in other intervals as needed.

7. Performs 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

• Associate’s degree from an accredited college or university required. Bachelor’s degree preferred.

• Minimum of 2 years’ experience in casino operations, hospitality industry or quality assurance industry required.

• Ability to prioritize and manage multiple tasks with deadlines.

• Demonstrated ability to solve problems while exhibiting sound judgment.

• Comfortable with change and ability to adapt quickly.

• Polished and professional presentation and communication style; capable of communicating complex content in a succinct manner in-person, over the phone, and through written correspondence.

• Ability to guide processes to closure. Attention to detail, high level of prioritization and organizational skills in a fast paced, high-volume environment.

• Strong grasp of Microsoft Suite – with focus on Outlook, Word, Power Point and Excel required.

• Internet research skills required.

• Social media savvy especially LinkedIn.

• Excellent desk/computer/workflow organizational skills. Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of minimum educational/experience requirements indicated above.

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.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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!