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Age requirement: 21 years or older

Position Summary:

Responsible for implementing and promoting Player Development programs, policies, and procedures while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and 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.

• Provides excellent guest service and hospitality to the Resort and Casino’s guests.
• Solicits and develops our valued guests through contacts within the community and on the casino floor.
• Utilizes all players tracking systems applications and software to target active players on the casino floor.
• Responsible for meeting weekly & monthly guest contact, event bookings and benchmark and other departmental goals.
• Assists and plans special events, to ensure guest satisfaction and event success, giving special attention to high level guests who may be in attendance.
• Secures hotel, dining, entertainment, event, and transportation reservations and VIP services our valued guests.
• Responsible for increasing visits, gaming play, and length of stay for all rated gaming guests.
• Reviews guest activities and promotional status with Executive Host, Player Development Manager and Director as required.
• Notifies our valued guests through telemarketing and letter writing about services available, promotional opportunities, and special events to assure guest retention and repeat business.
• Research’s and evaluates play and patterns in order to reach our valued guest with the gaming and resort experience.
• Develops, establishes, and retains relationships with our valued guests thru telemarketing & written correspondence.
• Utilizes the player rating system to determine comp worth.
• Meets, greets and delivers exceptional service to all our valued guests, must be visible and able to be reached by all departments.
• Utilizes our player tracking systems for player tracking, analysis and data.
• Works with Hotel Front Desk, Reservations, and Valet staff to coordinate our valued guest arrivals and requests of special accommodations and amenities.
• Creates and establishes the Players Club memberships through fostering relationships and promoting the use of the Players Club card and programs.
• Maintains security and confidentiality of files, records, lists, and other player and financial information.
• Maintains a high standard of courtesy, professionalism, and discretion in communications to or about our valued customers, their arrangements, and finances.
• Completes required paperwork as designated by the department and/or management’s request.
• Responds to guest’s inquires including e-mails, telephone calls and text promptly.
• 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, as requested.
• Occasionally assists in the Players Club and Box Office to ensure guest service goals are met.
• Occasionally may be assigned to drive company vehicles on public roads, to and from, the Pueblo of Isleta’s properties and/or other destinations, during shift.
• Assists and participates in marketing functions as required.
• Occasionally performs duties of subordinates and other duties as need.

Accountability and Supervision:

None

Education and Experience:

• High School Diploma or General Education Degree (GED), required.
• Five (5) years’ experience working in a casino environment, player’s club, or related experience, 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 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 possess and exhibit a positive attitude towards internal and external guests at all times.
• Must be able to take direction well.
• Must possess strong computer skills and be able to operate Microsoft and Casino Marketplace Database applications and software.
• Must be able to accurately and successfully perform several tasks 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 possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• 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 be able to work a flexible and varying schedule to include 24 hours a day, 7 days a week on-call, evenings, weekends, and holidays.
• Must possess strong public speaking skills.
• Must be knowledgeable of slot and table games.
• Must be able to organize and track multiple players, projects, and large amounts of detail.

Physical Demands and Work Environment:

• Must be able to sit, stand, and/or walk for extended periods of time.
• Must be able to lift, move, and place 25 pounds.

Working Conditions:

Work is generally performed in, both, a Casino setting with 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.