Valet Supervisor

2 weeks ago

Albuquerque, United States Isleta Resort & Casino Full time

AGE REQUIERMENT:  21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the Isleta Resort and Casino’s Guest Services operations to include Valet, Bell Service, and Transportation Department while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino guests. 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. 

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.

Resolves external guest issues and problems in a timely and professional manner, on behalf of management. Assists in the development, implementation, and maintenance of Isleta Resort & Casino valet operations, bell services and shuttle service programs and policies and procedures. Assists in ensuring valet and guest services staff reports and records are in compliance with departmental standards and policies, Isleta Resort & Casino policies, NIGA, Tribal law, State Compact, and Tribal Gaming Regulations. Participates in the development, implementation, and evaluation of goals, objectives, programs, promotions, budgets, and policies and procedures. Develops and maintains a team orientated environment. Provides recommendations to department manager regarding valet, bell services, and shuttle service training needs. Handles and addresses all personnel issues in a timely manner according to Isleta Resort & Casino policies and procedures. Maintains a comprehensive knowledge of Isleta Resort & Casino programs, events, and services and provides information to resort guest. Identifies and reports any irregular, unsafe, or hazardous conditions. Provides input and/or recommendations for improvement and changes in departmental processes and/or services.  Participates in other department projects as requested. 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. Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and administers disciplinary action on behalf of management. Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.  Ensures department is properly staffed and motivated to exceed the Isleta Resort and Casino’s goals and objectives. Administers planning sessions and performance reviews on behalf of management. Administers training and evaluates new team members on behalf of management. Gives basic instruction on all promotions and special events.  Occasionally performs duties of subordinates and other duties as need. 

Accountability and Supervision:

Directly supervises the Valet Attendants and Shuttle Drivers.

Administers tangible 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; and addressing complaints and resolving problems.  

Education and Experience:

High School Diploma or General Education Degree (GED) equivalent required. Previous supervisory experience, required.

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 of age or older. Must possess and maintain a valid New Mexico driver’s license with an excellent driving record. Should not have had a driver’s license revoked or suspended in the last 3 years prior to the date of the Employment Application, acceptability will be determined by Risk Management. Driving records will be checked.

Knowledge, Skills, and Abilities:

Must be able to operate a variety of motor vehicles, including both automatic and manual transmissions. 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 guest 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 moderate computer skills and be able to operate Microsoft applications and software. Must possess strong critical and analytical thinking skills. Must be able to work a flexible and varying schedule to include evenings, weekends, graveyards and holidays. Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability. Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics. Must be able to take direction and feedback well. Must be able to accurately and successfully perform several tasks and meet deadlines under high level of stress and with minimal supervision.  Must possess the ability to make sound and accurate decisions.

Physical Demands and Work Environment:

Must be able to lift, move, and place up to 50 pounds. Must be able to lift up to 100 pounds with assistance. Must be able to sit, stand, and/or walk for extended periods of time.

Working Conditions:

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

Source: Hospitality Online

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