Age Requirement: 21 years or older

Position Summary:

Responsible for greeting and responding to guests’ inquiries regarding to, but not limited to, current, ongoing, and upcoming promotions, special events, and entertainment.

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 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.

• Creates and manages new and existing guest member profiles in Player’s Club computer and data systems.
• Validates and redeems Isleta Resort and Casino coupons and vouchers.
• Arranges and prepares promotional gifts, giveaways, and sells tickets for upcoming events.
• Assists in setting up special events, promotions, and entertainment functions.
• Promotes positive guest relations through prompt, courteous, and efficient service.
• Maintains an open and welcoming atmosphere, fostering skill enhancement.
• Greets guests with a friendly demeanor and provides basic instruction on promotions and events.
• Occasionally supports the Promotions department and participates in marketing functions.
• Performs additional tasks as needed.

Education and Experience:

• High School Diploma or GED equivalent, preferred.
• Three months of consecutive cash handling experience, preferred.

Special Requirements, Licenses, and Certification

• Must acquire and maintain a Gaming License.
• Pass pre-employment drug test and background investigation.
• Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
• Flexible work schedule, willingness to work any days/hours as needed.

Knowledge, Skills, and Abilities:

• Demonstrates a consistently positive attitude towards internal and external guests.
• Adaptable to taking direction and excels in high-stress situations with minimal supervision.
• Proficient in Microsoft, Hold My Ticket, and Patron Management Database applications.
• Strong organizational and time management skills, with attention to detail.
• Effective written and verbal communication skills in English, capable of handling denials or diffusing hostile situations tactfully.
• Competent in basic mathematics (adding, subtracting, multiplying, dividing) and numerical accuracy.
• Demonstrates proper and accurate cash handling skills when selling and refunding Box Office tickets.
• Highly developed customer service and interpersonal skills with integrity and respect.
• Committed to organizational goals, displaying discretion with confidential information.
• Possesses critical and analytical thinking skills.

Physical Demands and Work Environment:

• Exhibit the capability to lift, move, and position objects weighing up to 25 pounds.
• Demonstrate the ability to maintain a seated or standing posture for extended periods.

Working Conditions:

Work is generally performed in, both, a Casino setting with possible exposure to second-hand smoke and a high noise level, and a high paced office setting. Occasionally may be required to interact with hostile and/or angry guests.  

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.