AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the day-to-day Security 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. All while promoting and exhibiting World Class Guest Service to all 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.

Departmental Leadership:

• Responsible for safeguarding all casino assets.
• Informs the Chief of Security and/or the Shift Manager of all pertinent security and staff incidents as required.
• Investigates and completes incident reports as needed
• Reviews all subordinate reports for accuracy and completeness.
• Resolves external guest issues and problems in a timely and professional manner, on behalf of management.
• Assists in developing and implementing the Security Department’s policies and procedures.
• Reviews shift incident reports and daily shift logs.
• Serves as a liaison with management and the Pueblo’s Tribal Police to ensure optimum cooperation and effective communication.

Personnel & Administrative Tasks:

• Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and administers disciplinary action on behalf of management. Is responsible for the completion of duty in all aspects of required regulations and SOPS prior to ending shift.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Administers planning sessions and performance reviews on behalf of management.
• Fosters and maintains positive staff and management and player and house relations.
• May be assigned to drive company vehicle on public roads, to and from Isleta Pueblo properties, and/or other destinations, during shift.
• 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.
• Completes and reviews all subordinate job performance evaluations
• Occasionally performs duties of subordinates and other duties as need.

Accountability and Supervision:

Directly supervises Sergeant/Supervisors, Officers I, II and III

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 on behalf of Management. Also addresses complaints and resolves problems. 

Education and Experience:

• High School Diploma or General Education Degree (GED) equivalent.
• Two (2) to three (3) years Military, Law Enforcement, Security, or related field experience, required.
• Two (2) years supervisory experience, required.
• 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 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 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 strong critical and analytical thinking skills.
• Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
• Must be able to produce organized, clear, and concise incident reports and other required reports and forms.
• Must be able to diffuse confrontational situations by means of executing good judgment and communication skills.
• Must possess moderate knowledge of criminal offenses, modern methods of security, first aid and fire safety procedures, training methods, detainment and investigation techniques, and handling of evidence.
• Must be able to make sound decisions when handling crisis situations.
• Must be able to identify risks and liability issues and provide recommendations and solutions.

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 20 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.