Job Description

Reporting to the Manager, Food & Beverage (F&B) Quality Assurance, the Quality Assurance Specialist - F&B is responsible for enhancing the guests’ journey in Food & Beverage outlets. Prepares response, recovery, and service opportunities for Yaamava’ Resort and Casino F&B Department to identify and analyze trends that potentially impact guest loyalty. Plays a critical role by leveraging the resources provided by the Food & Beverage department and is the subject matter expert on several core systems assigned to the role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Analyzes trends in reoccurring opportunities, collaborates with internal stakeholders as well as various other operations departments to improve processes, and develops trainings that will help mitigate future issues resulting in increased guest loyalty.
2. Coordinates F&B Marketing initiatives, collaborating with Marketing and F&B outlet leadership on creation of guest-facing collateral and online content to satisfy operational needs and improve guest experience.
3. Maintains a current and accurate understanding of each department’s operational and guest service expectations, objectives, strategies, and operational plans pertaining to the guest experience. Understands how each of these relates to the guest journey and possible service opportunities within that journey.
4. Manages conception, development, and implementation of marketing plans and strategy, product concepts, and promotional programs to drive customer interest and sales.
5. Ensures all pertinent information regarding guest feedback is communicated in a clear, concise and timely manner to all levels of Leadership. Provides written plans and regular progress reports to stakeholders.
6. Performs data manipulation and analysis (graphical and statistical) as required in support of initiatives that improve the customer experience and streamline operations performance.
7. Coordinates and manages upcoming and current projects. Supports multiple projects and initiatives simultaneously without adversely affecting deadline commitments.
8. Conducts gap analysis to identify opportunities for improvement, structure efforts to achieve the targeted improvements and establish measurement systems to monitor performance.
9. Develops presentations and other program management support documentation.
10. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s Degree in Business Administration or related field required.

• Minimum two (2) years of experience within casino operations, customer experience, or hospitality industry preferred.

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

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Demonstrated knowledge of the enterprise’s core business process and operations.

• Experience overseeing the design, development, and implementation of software and hardware solutions, systems, or products.

• Ability to create systematic and consistent requirements specifications in both technical and user-friendly language.

• Experience creating marketing strategies, plans, campaigns, and other marketing initiatives.

• Ability to conduct market research, competitive analyses, and research on target audiences.

• Must have the ability to communicate verbally across all levels of the organization.

• Must have good presentation skills.

• Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.

• Must have exceptional interpersonal skills, communicating effectively to both internal and external guests.

• Expertise in the utilization of guest feedback systems preferred.

• Experience with development, assessment or review of quality assurance policies, procedures, processes, and internal controls preferred.

• Knowledge of the development, assessment, or instructional delivery of quality assurance training.

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.

• Lean Six Sigma certificate is preferred.

• 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 Resort & Casino 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.

• Sedentary work: involves sitting some of the time. Constantly operates 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!