AGE REQUIREMENT: 19 years or older

Position Summary:

Responsible for providing courteous valet parking, transportation and luggage services 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.

• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service and provides information regarding Isleta Resort & Casino transportation and parking services.
• Retrieves and/or carries guests’ items, luggage’s, and packages to and from vehicles and carts and transports items to designated areas by way of grasping, lifting, carrying and/or loading luggage and packages into/out of vehicles or onto a bell cart to transport items throughout hotel to designated areas.
• Navigates bell cart through public areas, guest room corridors, and elevators.
• Escorts guests to rooms using resort service standards and visually inspects the room and reports room deficiencies to housekeeping immediately.
• Completes room introduction and ice service and responds to inquiries and problems in an efficient, courteous, and professional manner to achieve maximum guest satisfaction.
• Assists guests with all inquiries in connection with resort services, in-house events, directions, local attractions, and safety deposit boxes.
• Performs all duties in accordance with Isleta Resort and Casino guest service standards.
• Maintains general knowledge of Isleta Resort & Casino programs, events, services, and provides general information regarding those services to resort guests.
• Provides safe and efficient transportation services for all Resort & Casino guests, according to designated and assigned schedules, while adhering to transportation schedules.
• Ensures passenger safety.
• Distributes valet parking tickets and secures keys with parking information; i.e., any pre-existing body damage and the presents of a remote device, ensuring all the Isleta Resort and Casino Guest Services and Valet policies are followed.
• Performs examination of vehicle(s) for pre-existing body damage and reflects such damage on ticket.
• Drives and/or retrieves guest’s vehicles to and from valet parking area in a safe manner.
• Provides input and/or recommendations for improvements/changes in program processes or services. 

• Maintains security of guest’s keys and luggage.
• Identifies and reports any irregular, unsafe, or hazardous conditions.
• Cleans and performs general upkeep of transportation vehicles and valet receiving and parking areas.
• Participates in other department projects as requested.
• Ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Gives basic instruction on all promotions and special events. 
• Occasionally performs other duties as needed. 

Accountability and Supervision:

None

Education and Experience:

• High School Diploma and/or General Educational Degree (GED) equivalent, preferred. 
• Six (6) months demonstrated ability operating a variety of motor vehicles including both automatic and manual transmissions, required.

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 acquire Alcohol Servers license in first 90 days of employment.
• 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.

Knowledge, Skills, and Abilities:

• Must be able to take direction and feedback well.
• Must possess basic 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. 
• 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 tack.
• 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 be able to work a flexible and varying schedule to include evenings, weekends, graveyards and holidays.

Physical Demands and Work Environment:

• Must be able to lift, move, and place up to 50lbs.
• Must be able to lift up to 100 pounds with assistance.
• Must be able to sit, 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.

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.