AGE REQUIREMENT:  21 years or older

Position Summary:

Responsible for promoting and selling a variety of merchandise to guests, 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 and assists guests with merchandise inquiries and transactions.
• Maintains and displays merchandise in a tasteful and inviting manner and suggests items to meet guest’s needs while emphasizing selling points of article.
• Demonstrates use of merchandise for guests, as required.
• Transports cash drawer to and from work area
• Handles cash and charges; reconciles and balances cash drawer at end of shift.
• Ensures all displayed items are well stocked and prices are marked as required.
• Requisitions merchandise from stockroom and completes appropriate paperwork promptly and accurately.
• Examines and makes recommendations to Retail Supervisor on defective articles returned by guests. 
• Reports guest’s suspicious behavior to supervisor and/or security immediately.
• Completes and submits daily Shift Report paperwork to Revenue Audit at the end of each shift, notifying Retail Supervisor of any unusual occurrences.
• Maintains a clean and organized work space.
• Assists in daily housekeeping duties to maintain clean department
• Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Greets internal and external guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Gives basic instruction and information on all promotions and special events, as requested.
• Interacts heavily with guests. 
• Resolves guest services issues, assists guests with all inquiries in connection with resort services, in-house events and directions.
• Occasionally performs other duties as assigned.

Accountability and Supervision:

• None

Education and Experience:

• High School Diploma or General Educational Degree (GED) equivalent, required.
• Six (6) months continuous cash handling 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 be 21 years or older.
• New Mexico State Alcoholic Beverage Service Certification, required.
• Must acquire POIGRA Alcohol Serve License, required.

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 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 be able to work a flexible and varying schedule to include evenings, weekends, and holidays.

Physical Demands and Work Environment

• Must be able to lift, move, and place up to 25 pounds.
• Must be able to push and/or pull 50 pounds.
• Must be able to sit, stand, or walk for extended periods of time.

Working Conditions:

Work is generally performed in a fast pace Resort and store 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.