AGE REQUIREMENT: 18 years or older

Position Summary:

Responsible for maintaining the physical appearance, safety, and cleanliness of the Isleta Resort and Casino’s hotel facility while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests.  

Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.

Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Maintains the cleanliness of the lobby area, elevator landings, guest room hall ways, flooring and carpeting, interior windows, mirrors, picture frames, and counter tops.
• Wipes down all surfaces in public space areas.
• Removes garbage from all guest rooms’ garbage cans and discards in loading dock.
• Runs linens to and/or from housekeeping to floors.
• Runs linens from laundry to housekeeping and then returns soiled laundry to the laundry department.
• Bags and labels all bio-hazard linen and reports to laundry department.
• Responds to guests’ requests and questions in a calm, professional, and courteous manner.
• Maintains a clean, safe, stocked, and well organized work area.
• Assists Guest Room Attendants as required.
• Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Greets internal and external guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction and information on all promotions and special events, as requested. 
• Removes soiled linens and towels and stores on back landings.
• Removes all room service trays from guestroom hallways and/or corridor and distributes and calls appropriate personnel.
• Occasionally performs other duties as assigned.  Other duties may include those of the Room Attendant, Laundry Attendant or Hotel Porter when necessary.

Accountability and Supervision:

None

Education and Experience:

• High School Diploma or General Educational Degree (GED) equivalent, preferred.
• One (1) year hotel experience (Housekeeping/Custodial) preferred.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain Non-Key Gaming License issued through POIGRA.
• Must be able to successfully pass a pre-employment drug test and background investigation.
• Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.

Knowledge, Skills, and Abilities:

• Must be willing to cross train and learn about other positions.

• Must be able to take direction and feedback well.
• Must possess moderate computer skills and be able to operate a 10-key calculator and Microsoft applications and software.
• Must be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision.
• Must possess strong organizational and time management skills. 
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, clear and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• Must be able to perform basic mathematics to include, but is not limited to, adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess a strong commitment to the organizational goals and objectives while showing the utmost discretion and loyalty to the organization when dealing with confidential information and data.
• Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
• Must be able to read, understand, follow, and adhere to label precautions on cleaning solutions, containers, and tools while following safety procedures, hazardous chemicals, waste disposals, and toxic substances.

Physical Demands and Work Environment:

•  Must be able to lift, move, and place up to 25 pounds.
• Must be able to push and/or pull 50 pounds.
• Must be able to stand and/or walk for extended periods of time.

Working Conditions:

Work is generally performed in a fast pace Resort and office setting with possible expose to hazards, Blood Borne Pathogens, other potentially infections materials, and unusual elements such as: dirt, dust, fumes, smoke, unpleasant odors, and/or loud noises. Occasionally may be required to interact with hostile and/or angry guests. The work environment involves some exposure to hazards or physical risks which, require following basic safety precautions and use of Personal Protective Equipment.

Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type.

Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.