What are the responsibilities and job description for the Manager, F&B Quality Assurance position at Yaamava Resort & Casino at San Manuel?
Essential Duties & Responsibilities
1. Coordinate and manages current and upcoming current F&B projects, initiatives, promotions, and activations. Supports multiple projects and initiatives simultaneously without adversely affecting deadlines or commitments.
2. Analyzes trends and collaborates with internal stakeholders and other departments to improve processes and implement innovative programs to meet or exceed the requirements of customers resulting in increased guest satisfaction.
3. Critically analyzes proposed projects with a specific focus on guest experience, refining projects as needed. Collaborates with other departments to including, but not limited to Information Technology, Customer Experience and Marketing.
4. Presents high level reports reflecting each outlet’s operational and guest service expectations, objectives, strategies, and operational plans pertaining to the guest experience.
5. Conducts gap analysis to identify opportunities for improvement, structure efforts to achieve the targeted improvements and establish measurement systems to monitor performance. Develops innovative services to meet or exceed the requirements of customers.
6. Critically analyzes activations with a specific focus on guest experience, refining projects as needed. Collaborates with other departments including, but not limited to: Information Technology, Customer Experience & Marketing.
7. Performs data manipulation and analysis (graphical and statistical) as required in support of initiatives that improve the customer experience and streamline operations performance.
8. Coordinates with Compliance and QA manager to ensure training, resource documentation, and technical steps are created/provided to end users as needed.
9. Leads F&B Lean Six Sigma team in support of F&B continuous improvement initiatives.
10. Performs other duties as assigned to support the efficient operation of the department.
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
Bachelor’s Degree in Hospitality Management, Business Management, or related field required.
Master's Degree in Hospitality Management, Business Management, or related field preferred.
Minimum of three (3) years of customer service experience required. Experience within the hospitality industry strongly preferred.
Minimum of three (3) years of supervisory experience required.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
Experience in developing F&B Point-of-Sale systems and other industry-specific systems strongly preferred.
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.
Experience developing marketing strategies, plans, campaigns, or other marketing initiatives.
Ability to create systematic and consistent requirements specifications in both technical and user-friendly language.
Ability to conduct market research, competitive analyses, and research on target audiences.
Exceptional analytical and statistical skills with the ability to apply them to systems issues and operational processes as required.
Must have the ability to communicate effectively across all levels of the organization.
Must have the ability to present high level proposals and information.
Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.
Experience with development, assessment or review of quality assurance policies, procedures, processes and internal controls required.
Knowledge of the development, assessment or instructional delivery of quality assurance training.
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 insurance carrier.
- Lean Six Sigma certificate is preferred.
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!
