Job description

Job Description Summary
The Service Through Quality (STQ) Specialist oversees service, operational, and training standards within the department. Working with department management, they perform duties to improve the department’s customer service, productivity, and/or quality areas, in an effort to ensure that the department meets their aligned organizational goals. Activities may include training, quality management, customer service, and administration.

Essential Duties and Responsibilities (other duties may be assigned)

• Working with department leadership, review department processes for opportunities of continued operational effectiveness.
• Ensure department standards, customer services levels, quality levels and safety regulations are being exceeded.
• Identify areas of potential training. Ensure all required training is being performed as required.
• Create training materials and operating manuals. Lead, supervise and deliver customer service training in assigned departments.
• Evaluate and correct/modify systems and structures that create problems or impede commitment to excellence in service.
• Must comply with all applicable System of Internal Controls, Standard Operating Procedures and all Tribal Regulations.

Supervisory Responsibilities
None

Access to Sensitive Areas and Information
As per the ACGC Access Matrix

Signatory Ability
HR Related Forms

Qualifications
Required Education and/or Experience

• Minimum 3 years experiences/knowledge of the operations of the assigned department.
• Experience with delivering department level training preferred.
• Strong administration skills preferred.
• Must have excellent organizational skills, be computer literate, the ability to work with all departments and have excellent customer relation skills.
• Must have good oral and written communication skills.
• Must be able to communicate in English. Spanish speaking highly desired.

Working Conditions/Physical Demands
To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/work station for the duration of the shift. Also, may be subjected to a smoke-filled environment.

Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• Rancho Mirage, CA 92270: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Food & Beverage Service Operations: 5 years (Preferred)
• Food & Beverage Service Trainer: 1 year (Preferred)

Work Location: One location

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