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Company name
Isleta Casino & Resort

Albuquerque, NM

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Job Description Responsible for implementing and promoting Player Development programs, policies, and procedures while promoting and exhibiting World Class Guest Service to all Resort and Casino employees and guests. Provides excellent guest service and hospitality to the Resort and Casino\u2019s guests. Solicit and develop 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 plan 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 service our valued guest. Responsible for increasing visits, gaming play, and length of stay for all rated gaming guests. Review guest activities and promotional status with Executive Host, Player Development Manager and Director as required. Notify our valued guests through telemarketing and letter writing about services available, promotional opportunities, and special events to assure guest retention and repeat business. Research and evaluate play and patterns in order to reach our valued guest with the gaming and resort experience. Develop, establish, and retain relationship with our valued guest thru telemarketing & written correspondence. Utilizes the player rating system to determine comp worth. Meet, greet and deliver exceptional service to all our valued guests, must be visable and able to be reached by all departments. Utilizes our player tracking systems for player analysis and other player\/play information. 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 Player\u2019s Club memberships through fostering relationships and promoting the use of the Player\u2019s 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\u2019s request. Responds to guest\u2019s inquires, e-mails, and telephone calls promptly and around the clock to ensure effective communication and guest service. 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 in the Player\u2019s Club 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\u2019s properties and\/or other destinations, during shift. Occasionally performs other duties as assigned. Education Requirements High School Diploma or General Education Degree (GED), required. Two (2) years experience working in a casino environment, player\u2019s club, or related experience, required. Experience Requirements Must possess and maintain a valid New Mexico driver\u2019s license. Should not have had a driver\u2019s 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. 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 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 24 hours a day, 7 days a week on-call, evenings, weekends, and holidays. Must possess strong public speaking skills. Must be able to read, analyze, understand, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, and\/or varying instructions. Must be knowledgeable of slot and table games. Must be able to solve and address issues and concerns and deal with a variety of concrete variables in situations where only limited standardization exists. Must be able to work with little to no supervision. Must be able to organize and track multiple players, projects, and large amounts of detail. Job Category MARKETING

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Isleta Casino & Resort

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