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Guest Service Representative (Players Club)

Company: Isleta Resort & Casino
Location: Albuquerque
Posted on: November 26, 2022

Job Description:

Age Requirement: 21 years or older Position Summary: Responsible for greeting and responding to guests' inquiries regarding to, but not limited to, current, ongoing, and upcoming promotions, special events, and entertainment 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. Creates and processes new guest member profiles in the Player's Club computer and data systems. Validates and redeems Isleta Resort and Casino issued coupons and vouchers. Arranges and prepares promotional gifts and giveaways. Sells tickets for upcoming events and/or concerts. Assists in the setup of special events, promotions, and entertainment events. Promotes positive guest relations through prompt, courteous, and efficient service. 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, as requested. Occasionally assists the Promotions department, as needed. 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 GED equivalent, preferred. Three (3) months consecutive 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. 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 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 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. Physical Demands and Work Environment: Must be able to lift, move, and place 25 pounds. Must be able to sit and/or stand for extended periods of time. 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.Job Type: Full-timePay: From $14.87 per hourBenefits: 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Life insurance Paid time off Professional development assistance Referral program Retirement plan Vision insuranceSchedule: 8 hour shift Day shift Evening shift Weekend availabilityWork Location: One location

Keywords: Isleta Resort & Casino, Albuquerque , Guest Service Representative (Players Club), Hospitality & Tourism , Albuquerque, New Mexico

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