Position Summary

Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.

Essential Duties and Responsibilities

1. Supervises Bell Person and Door Staff.
2. Creates and ensures a fun-filled and exciting environment where the flawless delivery and execution of service excellence is paramount.
3. Ensures all customer contact is courteous, informative and thorough.
4. Handles all special requests for guests including limousines, flowers and arrangements for special events on and off the property.
5. Ensures the timely delivery of all messages, mail and packages left for guests and departments within the Hotel/Casino.
6. Empowered to ensure customer problems/complaints are resolved in a prompt, courteous and efficient manner.
7. Maintains knowledge of Resort, Community and Special Events to provide guests with accurate, proper information.
8. Always demonstrates a positive demeanor to customers, both internal and external.
9. Administers superior customer service to all guests.
10. Picks up and delivers items or run errands for guests.
11. Supervises guest services staff when needed.
12. Must attend/complete all required departmental training sessions.
13. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

Additional Responsibilities

1. Builds relationships with guests (or community, etc.) based upon respect while maintaining a professional, friendly, and approachable demeanor.
2. Works collaboratively to deliver the highest degree of service to the guest.

Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared to all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Outstanding public relations and interpersonal skills.
2. Excellent verbal and written communication skills.
3. Excellent customer service skills.
4. Must have proven organizational skills.

Education and Experience

Required:

1. High School diploma or GED equivalent required.
2. Two (2) years’ experience including one (1) year supervisory experience.
3. Must be at least 21 years of age.
4. Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Climbing

Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.

Crawling

Moving about on hands and knees or hands and feet.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion.

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward.

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Seeing

The ability to perceive the nature of objects by the eye.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

The worker is subject to:

1. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.
2. Visual acuity to operate motor vehicles or heavy equipment.
3. Environmental conditions: Activities occur inside and outside
4. Noise: There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.
5. Hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.