AGE REQUIERMENT: 18 years or older

Position Summary:

Responsible for greeting guests, communicating spa and salon treatments and services, scheduling appointments, maintaining a safe and inviting spa environment 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.

• Responds to all guest needs and requests in an informative, professional manner while using appropriate customer service etiquette.
• Schedules guests for services while implementing proper procedures.
• Informs guests of salon and spa services.
• Closes sales and encourages guests to pre-book services.
• Offers cross-service recommendations.
• Executes standard telephone procedures using appropriate customer service etiquette.
• Confirms scheduled appointments with reminder phone calls to guests.
• Informs service professionals of arrived guests.
• Resolves guest challenges utilizing support from Salon Manager/Supervisor.
• Supports service staff.
• Responsible for balancing and checking register drawer.
• Assists in the smooth flow of the guest’s journey throughout the day.
• Handles cash, credit cards, gift cards, vouchers, department charges and room charges.
• Maintains awareness of all daily events in the spa, pool, and hotel.
• Serves as a guide to guests asking for directions and physically assists them to their destination within the spa, pool, and hotel.
• Aids all spa staff in setting up for treatments and clearing away after.
• Removes used linens and ensures lockers are stocked with clean linen(s).
• Cleans the locker rooms, fitness center, and pool area when necessary.
• Provides refreshments and attends to guests in the relaxation waiting areas, pool, front desk, and fitness center to ensure they are comfortable.
• Exhibits courtesy to guests and other members of staff at all times.
• Greets each guest with a smile and acknowledges guest even in passing.
• Offers assistance to all spa/hotel/ pool guests when necessary.
• Upholds our commitment to guest confidentiality.
• Performs as a professional, with a friendly business attitude, while conducting all duties and responsibilities as required by the position.
• Assists Laundry Department with folding and stocking towels for Spa and pool area.
• Provides lateral service in other departments based upon business demands.
• Organizes appointment scheduling to maximize use of time and profitability whilst ensuring that the client’s needs are of first importance.
• Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Greets internal and external guests, maintains a friendly, inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Insures all Spa doors are locked and secure at end of business day.
• Occasionally performs other duties as assigned.

Accountability and Supervision:

None

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent, preferred
• Six (6) months cash handling experience, required.
• Six (6) months general spa/salon experience, Preferred.

Special Requirements, Licenses, and Certification

• Must be able to acquire and maintain 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 an American Red Cross CPR Certification and Health Card, required.
• Must possess/obtain and maintain a New Mexico Alcohol Servers License, required...

Knowledge, Skills, and Abilities:

• Must be 18 years or older.
• 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 strong organizational and time management skills while paying close attention to details such as spelling, numbers, and grammar. 
• 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 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 possess the ability to make sound and accurate decisions.
• Must possess strong critical and analytical thinking skills.
• Must possess excellent telephone skills and etiquette.
• Must maintain a high standard of appearance and personal hygiene.
• Must be able to read, understand, follow, enforce, and adhere to safety procedures.

Physical Demands and Work Environment:

•  Must be able to lift, move, and place up to 25 pounds.
• Must be able to stand, walk, and sit for extended periods of time.
• Must be able to bend, twist, pull, and push regularly.

Working Conditions:

Work is generally preformed in a Spa setting with possible expose to chemicals, steam, Blood Borne Pathogens, and unusual elements such as: dirt, dust, fumes, smoke, odors, and/or loud noises. 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.