NIGHT AGENT

## Overview | **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 number…