MINIMUM AGE REQUIREMENT: 21 years or older
Position Summary
Responsible for monitoring, overseeing, and administering the day-to-day Banquet operations while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests. Ensures department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations, while maintaining and enforcing the Isleta Resort and Casino’s rules of play.
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.
- Resolves external guest issues and problems in a timely and professional manner, on behalf of management.
- Contacts guests to sell special amenities and/or extras to enhance their meeting experience.
- Works closely with all involved operating departments to assure smooth delivery of services.
- Reviews all billings with guests before submitting for processing.
- Posts daily charges through POS system.
- Operates POS system using supervisory authorizations to check out employees and perform shift resets.
- Serves as a liaison for on-site group and catering customers in a proactive manner relative to logistics of group room block, food and beverage, public meeting space/exhibit hall, ancillary and vendor services, affiliates/exhibitors and related billing processes.
- Oversees and assists in the physical movement of hotel or customer equipment or furnishings as necessary to complete a tight turn-around of public function space.
- Ensures all events are set-up, on time per the guest’s specifications and assists customers with their events, as needed.
- Ensures an open and welcoming atmosphere that promotes skill enhancement.
- Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
- Gives basic instruction on all promotions and special events.
- Occasionally performs duties of subordinates and other duties as need.
- Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOP.
- Maintains open communication among departments to provide a positive and professional attitude to employees and a well-informed staff.
- Trains and delegates to subordinates appropriate authority to fulfill assigned duties of the Banquet department.
- Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
- Promotes positive guest relations through prompt, courteous, and efficient service.
- Enforces department standards, objectives, and policy that are in accordance with the Isleta Resort and Casino’s organizational mission.
- Ensures that their venue is in excellent condition on an ongoing basis, quickly gets damaged or worn furniture, décor or equipment repaired or replaced.
- Verifies service equipment is in working order and prepped, as required.
- Strong knowledge of food, beverage, wines, spirits, service and point of sales.
Accountability and Supervision
Administers supervisory employment actions and responsibilities, on behalf of management, in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; administering rewarding and disciplining of employees; and addressing complaints and resolving problems.
Education and Experience
- High School Diploma and/or General Educational Degree (GED) equivalent, Preferred.
- Two to three years prior banquet experience, required.
- Six (6) months supervisory experience, preferred.
- Working knowledge of OSHA, alcohol awareness programs, New Mexico Beverage Law
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’s Alcohol Servers Certification, Food Handler’s Permit, and TABC Certification, required.
- Must have a New Mexico State Alcoholic Beverage Service Certification, required.
- Must acquire POIGRA Alcohol Server License, required.
Knowledge, Skills, and Abilities
- 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 moderate computer skills and be able to operate Microsoft applications and software.
- Must possess strong critical and analytical thinking skills.
- Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
- Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.
- Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
- Must possess working knowledge of and be able to adhere to all OSHA, First Aid Management, and HACCP standards and regulations.
- POS and Cash Handling Skills.
Physical Demands and Work Environment.
- Must be able to lift, move, and place 25 pounds intermittently.
- Must be able to sit, stand, and/or walk for extended periods of time.
Working Conditions:
Smoke filled environment, exposure to various lights and sounds. May, on occasion be required to work outdoors. Occasionally may deal with angry or hostile individuals. Must be on call at all times. May work holidays, weekends, and different shifts.
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.
Isleta Resort and Casino is in compliance with the Americans with Disabilities Act (ADA). Reasonable accommodations will be made to enable individuals with disabilities to perform essential job junctions.
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:
- Enrolled Pueblo of Isleta Tribal Member;
- Enrolled pueblo of Isleta Descendants; and
- Registered Native American from a federally recognized tribe.
