Job description

Age Requirement: 21 years or older

Position Summary:

Responsible for directing, coordinating, and overseeing the day-to-day operations of the Player Development and Players Club Departments operation and personnel. Maintains consistent membership expansion and player development, while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests. Ensures employee and guest compliance and conforms to all Tribal, Federal, State, Pueblo of Isleta Regulatory, and Isleta Resort and Casino regulations.

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.

Departmental Leadership:

• Observes and improves guest service techniques throughout the Isleta Resort and Casino.
• Administers programs and develops departmental procedures, guidelines, and customer service levels for the Players Club and Player Development.
• Develops, coordinates and implements Player Development programs to include promotions and special events targeted at high-end players.
• Must communicate effectively and accurately with all 3rd party vendors on equipment, ordering and training any other business needs.
• Ensures the departmental operations are in continued compliance with the Isleta Resort and Casino policies and procedures, State Compact, and Tribal Gaming Regulations.
• Responsible for developing or updating SOP’s as needed working with the Compliance Department.
• Accurately tracks complimentaries issued and redeemed to determine profitability and return on investment.
• Produces timely analysis reports to determine profitability of programs.
• Researches, analyzes, and develops new revenue sources as it relates to development of new and existing Players Club members.
• Develop analysis of programs to determine the ROI of those programs, which includes but is not limited to database, telemarketing, special events and promotions.
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Provides excellent guest service through constant communication with guests and team members regarding current, on-going, and upcoming promotions.
• Assists and participates in marketing functions as required.

Personnel & Administrative Tasks:

· Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and directs disciplinary action as warranted.

• Increases the Players Club, Player Development effectiveness by recruiting, interviewing, selecting, promoting, training, coaching, counseling, assigns and delegates work, disciplining, reassigning, and terminating employees as needed.
• Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
• Grants and/or denies PTO Requests as they pertain to scheduling for Players Club, Player Development.
• Conducts planning sessions and performance reviews.

· Enforces department standards, objectives, and policy that are in accordance with the Isleta Resort and Casino’s organizational mission.

· Maintains a skilled, trained, and motivated staff through continuous communication, feedback, and effective customer service training.

• Manages direct reports to accomplish performance goals. Provides developmental coaching and guidance for long-term career growth opportunities to all direct reports. Trains, conducts planning sessions and performance reviews with direct reports and disciplines when necessary.
• Resolves, both, internal and external guest issues and problems in a timely and professional manner.

· Occasionally performs duties of subordinates and other duties as need.

Accountability and Supervision:

Directly supervise the Guest Service Assistant Manager of Players Club, Guest Service Supervisor, Guest Service Representatives, and Executive Hosts.

Administers supervisory employment actions and responsibilities 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; rewarding and disciplining of employees; promoting, demoting, and reassigning employees; and addressing complaints and resolving problems.

Education and Experience:

· Bachelor's degree in Marketing, Communications, Advertising and/or related field, required.

• Five (5) years casino gaming experience, preferred.
• Three (3) years Player Development and Players Club experience, preferred.
• Or equivalent combination of education, experience, and training.

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 the ability to interpret and understand individual player data including but not limited to player worth, return on investment, and development and retention strategies.
• Must be able to create, manage projects and budgets.
• Must possess strong negotiation skills and be able to make sound purchasing decisions.

· Must possess and exhibit a positive attitude towards internal and external guests at all times.

• Must possess strong organizational and time management skills.
• 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 read, analyze, interpret, and implement technical procedures, financial reports, marketing analysis reports, manuals and any gaming or governmental regulations.

· Must be able to write reports, business correspondence, and procedure manuals.

· Must be able to develop, implement, and train with regards to player development, players’ club systems, marketing programs and any company or guest service initiatives.

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, 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.

Job Type: Full-time

Pay: From $72,172.03 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Work Location: One location

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