AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for ensuring the security and safety of the Isleta Resort and Casino’s guests, employees, and cash financial and physical assets while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino 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.

• Ensures the integrity of Isleta Resort and Casino’s operations and its procedures incumbent upon an officer to enforce and report.
• Maintains a constant surveillance throughout the casino and resort properties watching for irregularities, illegal gaming devices, and illegal and suspicious activities.
• Reports suspicious or unusual activities through the chain of command to the proper Department Supervisor and Surveillance.
• Assists in investigations of suspicious or unusual activities and completes incident reports as needed.
• Escorts and/or assists departments with transfers from one destination to another.
• Assists in monitoring traffic both inside and outside the casino.
• Maintains and controls access to restricted areas. 
• Checks identification when deemed necessary and/or as required by procedures.
• Performs first aid/CPR as required.
• Works with tribal police, fire, and/or emergency medical teams as needed.
• Accepts lost and found items located at Isleta Resort and Casino property and tags for safekeeping.
• Assists in locating lost Isleta Resort and Casino guests and files report if unable to find.
• Fosters and maintains positive guests/employee/vendor relations. 
• Accepts and notifies chain of command of complaints.
• Removes individuals from the Isleta Resort and Casino when directed and as needed.
• Responds appropriately to special events requiring specific crowd control, following all predetermined procedures by way of utilizing minimal physical force to subdue and control an unruly person, as required.
• Occasionally may be required to attend court hearings or depositions on behalf of the Isleta Resort and Casino.
• Promotes and ensures an open and welcoming atmosphere.
• 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. 
• May be assigned to drive company vehicle on public roads, to and from Isleta Pueblo properties, and/or other destinations, during shift.
• Must be able to get along with co-workers and Supervisors as an essential job function.
•  Performs other duties as assigned.

Accountability and Supervision:

None

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, required. 
• Six (6) months Law Enforcement, Military, Emergency Services, and/or security experience, required (recent experience, within the past five (5) years).
• Demonstrated guest/customer service experienced required.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain 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.
• Must possess and maintain a valid New Mexico driver’s license. Should not have had a driver’s license revoked or suspended in the last three (3) years prior to the date of the Employment Application, acceptability will be determined by Risk Management. Driving records will be checked.
• Maintains all required Certifications, i.e.CPR, Responsible Gaming, SAT, Title 3, etc.
• Must be 21 years of age.

Knowledge, Skills, and Abilities

• Must be able to take direction and feedback well.
• Must possess moderate computer skills and be able to operate 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 moderate organizational and time management skills while paying close attention to details such as spelling, grammar, and concise facts. 
• Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
• 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 possess the ability to make sound and accurate decisions.
• Must possess moderate critical and analytical thinking skills.
• Must be able to produce organized, clear, and concise incident reports and other required reports and forms.   
• Must be able to defuse confrontational situations by means of executing good judgment and communication skills. 

Physical Demands and Work Environment

• Must be able to sit, walk, and stand for extended periods of time.
• Must be able to lift, carry, push, and/or pull up to 50 pounds.
• Must be able to walk up and down several flights of stairs during a single shift.
• Must be able to restrain and handle a physical confrontation.

Working Conditions: Work is generally performed in, both, a Casino setting with exposure to second-hand smoke and a high noise level, exposure to various lights and sounds. Possibility of working outdoors in extreme weather conditions such as high levels of heat, cold, winds, rain, hail, and snow. 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.