Night Agent

AGE REQUIREMENT: 19 years or older

Position Summary:

Responsible for organizing accounting distributions and all transaction back-up for each end-of-day guest cycle. Promotes and exhibits 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.

Interacts heavily with guests.
Checks-in/checks-out guests.
Responds and resolves guest inquiries and incidents in an efficient, courteous, and professional manner to achieve maximum guest satisfaction.
Assists guests with all inquiries in connection with resort services, in-house events, directions, and local attractions.
Works on guest satisfaction scores and works toward increasing departmental and overall guest satisfaction.
Prepares and distributes daily reports.
Audits all charges and postings, correcting work as necessary.
Prepares audit reports and completion of check off list for Supervisor verification.
Maintains complete knowledge at all times of all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
Assists guests with safety deposit boxes.
Handles cash and charges.
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.
Occasionally performs other duties as assigned.

Accountability and Supervision:

None

Education and Experience:

High School Diploma or General Education Degree (GED) equivalent, preferred
One (1) years Desk Clerk or Front Desk/Reservations Clerk experience in a fast paced Resort setting, required.

One (1) year Hotel/Resort Auditing experience, preferred.
Hotel computer operating systems knowledge/experience, preferred.

Special Requirements, Licenses, and Certification

Must be able to acquire and maintain Key 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 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.

Physical Demands and Work Environment

Must be able to lift, move, and place 25 pounds.
Must be able to sit, stand, and/or walk 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, exposure to various lights and sounds and a high paced office setting; possibility of working outdoors in extreme weather conditions such as high levels of heat, cold, winds, rain, hail, and snow. 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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