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PBX Supervisor

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Under the direction of the Manager, PBX-Guest Retention, the Supervisor, PBX, supports the PBX team as they provide excellent service to guests in a high-volume call center environment. The Supervisor ensures that all interactions are consistent with property policies and procedures and serves as an escalation point for calls while upholding the Forbes service standards.

Essential Duties & Responsibilities

1. Responsible for all aspects of training of the PBX Operator team members, ensuring all Brand Standards and sequence of service is understood and executed consistently. Coaches and develops the team.  Remains up to date with Forbes standards as well as new training methods and technologies and modifies training curriculum and materials accordingly.  

2. Provides direction and support to team in the daily operation.  Collects and maintains accurate information in support of the team in the performance of their daily duties. Ensures team members maintain thorough knowledge of Yaamava’ Resort & Casino amenities. Serves as an escalation point for difficult guest interactions. Collaborates with other departments to ensure guest satisfaction and that all guest requests are met in a timely manner.  

3. Supports all hiring needs as assigned by the Manager. Participates in team member development and supports the creation of succession plans for the team to help prepare the next leaders. Works with the leadership team to motivate team members to collaborate, learn, perform, and develop their skills. Works with a diverse team of well-trained team members by leading by example, empowering, sharing knowledge, and coaching throughout the employment lifecycle. 

4. 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 

  • Associate’s degree required.  

  • Three (3) years’ career experience required.   

  • Minimum of two (2) years’ management or supervisory experience preferred. 

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

  • Minimum of one (1) year of Forbes training experience preferred. 

  • Must demonstrate strong leadership and communication skills including the ability to communicate in a non-threatening manner to convey information effectively and appropriately. 

  • Must be able to manage multiple situations simultaneously and efficiently demonstrate excellent service to internal and external guests. 

  • Must display the highest degree of professionalism, judgment, and decision making in all guest and team member interactions.  

  • Intermediate proficiency in Microsoft Office Suite is required. 

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 a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.  

Yaamava’ Resort and 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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Yaamava’ Resort & Casino at San Manuel

777 San Manuel Boulevard

Highland, CA 92346

Casino & Hotel

Yaamava’ Resort & Casino at San Manuel

Yaamava’ Resort & Casino at San Manuel is located just 60 minutes from downtown Los Angeles in the city of Highland, CA. It is one of the largest casinos on the West Coast, with 7,000 slot machines, 150 table games, and five high-limit rooms. We are one of the top 10 largest casino resorts in the US.

Guests enjoy sweeping views of the San Bernardino Mountains, live entertainment, and a full array of dining options, which include The Pines Modern Steakhouse, Hong Bao Kitchen, Serrano Vista Cafe, Rock & Brews, Chingon Kitchen, Big Mo’ Cafe, and 11 bars and lounges.

The Serrano Spa earned a Forbes Travel Guide Five-Star award, and The Pines Modern Steakhouse and Yaamava’ Resorteach earned a Forbes Travel Guide Four-Star award, with all three being the first in the Inland Empire to receive such designation. Yaamava' Resort and Casino at San Manuel also received two 2023 AAA Four Diamonds ratings for the new hotel and The Pines Modern Steakhouse.

The hotel is a 17-story tower with 432 guest rooms. Guests relax in an elevated pool with a bar and private cabanas, the lavish full-service Serrano spa and salon, a health and fitness center, a full array of dining options, multiple bars and lounges, and luxe retail shops.

Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry.

At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be.

Click here to see why you’ll want to work on our Team

Our benefits focus on five key areas of wellness - financial, emotional, physical, social, and occupational - because we know it takes more than a salary to thrive. The benefits under each category include everything from retirement, insurance and dental benefits to emotional wellness programs, home repair services, and much more. 

Our employees have the option to select the benefits that best support their lives and their wellness.

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