Supervisor, Hotel Front Desk - San Bernardino, CA

San Manuel is a leading hospitality and entertainment enterprise in the Inland Empire, known for its commitment to excellence, superior guest experiences, and a vibrant workplace culture. As one of the largest private employers in the region, San Manuel Casino and its affiliated properties offer a dynamic environment where employees can thrive and grow professionally. With a strong focus on community involvement, employee development, and customer satisfaction, San Manuel prides itself on creating memorable experiences for its guests while fostering a supportive and inclusive work atmosphere for its team members. The Supervisor, Front Desk position at San Manuel Casino plays a critical leadership role within the Front Desk team. Reporting directly to the Manager, Front Desk, this role is designed to ensure the highest standards of service and guest satisfaction are consistently met. The Supervisor is responsible for guiding and supporting the Front Desk team, overseeing daily operations to guarantee smooth, efficient, and accurate service delivery. This includes managing guest check-in and check-out processes, handling guest inquiries, overseeing payment procedures, and ensuring that all team members adhere to the brand's Service Excellence Standards. In this role, the Supervisor acts as the frontline leader, empowering team members to deliver proactive customer service with a friendly and professional approach. They maintain detailed knowledge of hotel promotions, rates, and services to provide guests with accurate information and help create unique, memorable experiences. Additionally, the Supervisor works closely with other hotel departments, such as VIP Services and Player Development, to ensure seamless coordination and personalized guest service. Beyond operational duties, the Supervisor is also responsible for training and mentoring team members, fostering a culture of teamwork and continuous improvement. This includes conducting performance evaluations, handling disciplinary actions when necessary, and helping to develop succession plans. The Supervisor’s leadership ensures consistency in service delivery, promotes operational efficiency, and supports the overall mission and success of the hotel. This position requires a dedicated professional who thrives in a fast-paced environment, can manage multiple priorities, and possesses strong problem-solving and communication skills. The ideal candidate will have at least one year of hotel experience, preferably in a luxury setting, along with supervisory experience and a passion for outstanding customer service. San Manuel Casino offers a supportive work environment that values employee well-being and growth, making it an excellent place for hospitality professionals seeking rewarding career opportunities.

• Bachelor’s degree from an accredited college or university in a related industry required
• minimum one year of hotel experience as Front Desk agent, Night Auditor or a customer service-related field required
• experience in a luxury hotel and/or resort preferred
• minimum one year of experience in a role leading and coaching others preferred
• strong English skills both oral and written required
• intermediate proficiency in Microsoft Office desired
• must uphold and protect financial, private and confidential information at all times
• ability to deliver excellent service in tough situations and maintain composure under demanding settings required
• able to work evening, weekend and holiday shifts
• must be able to work in a fast-paced, high-demand environment
• mobility and physical endurance sufficient to perform essential duties
• may be required to obtain and maintain a gaming license according to San Manuel Tribal Gaming Commission