BASIC PURPOSE:

The Guest Services Host duties include guest services involving, player club enrollment, guest services information, problem and complaint resolution, promotions and game implementation.

TYPICAL FUNCTIONS:

• Provide information to guests on all aspects of casino services.
• Maintain a cheerful and friendly disposition at all times.
• Issue Players Club memberships.
• Redeem Players Club points and prizes.
• Maintain files and other paperwork in an up-to-date and orderly fashion.
• Make regular announcements on casino promotions on the casino’s PA system in a clear and articulate voice.
• Interact with guests on casino floor, resolving, problems, assisting with games and promotions.
• Provide information about activities of interest to guests, including the Taos Pueblo, Town of Taos, Taos Ski Valley and surrounding areas.
• Perform other appropriate duties as directed by the Guest Services Supervisor or Marketing Director
• Must maintain high degree of confidentiality at all times.
• May be requested to perform other duties as directed by management.

REQUIRED COMPETENCIES:

• Integrity / Honesty

All Taos Mountain Casino employees must operate in an ethical manner by following all Taos Mountain Casino policies and procedures relating to cash transactions, handling, tracking, and proper behavior between staff and customers. Incumbent must conduct oneself above the appearance of doing something wrong.

• Customer Service / Client Orientation

All Taos Mountain Casino employees must be able to develop a clear understanding of customers’ needs and goals while maintaining clear communication with customer regarding meeting their expectations. Must follow though and respond to customers’ requests and inform them of action taken in a courteous, professional manner.

·       Goal and Task Management

Incumbents in this job need to be able to plan, prioritize, set goals, establish standards, coordinate tasks, show concern for deadlines, and track progress with respect to personal performance.

·       Teamwork

All Taos Mountain Casino employees must be competent in working effectively with division members and members of other divisions to resolve common issues or problems as well as listening and seeking others’ perspective on how to complete assignments. Keep others informed and up-to-date about tasks, progress, or projects.

• Team Leadership

Incumbents in this job must effectively manage and guide group efforts by providing an appropriate level of feedback to both individuals and groups regarding their performance and progress.

• Decisiveness

Incumbent in this position must be able to successfully determine and initiate a course of action. Require the consideration of multiple options, information sources, and development of contingency plans.

• Interpersonal Skills (Working with Others)

Incumbents in this position must be able to communicate one’s feelings, preferences, needs, and opinions in a way that is neither threatening nor punishing to another person, while at the same time recognizing effort of others and praising that effort.

MINIMUM QUALIFICATIONS: 

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Cheerful and friendly disposition.
• Excellent communications skills.
• Basic computer skills.
• Excellent customer service skills.
• Good knowledge of points of interest and local history.

EDUCATION and/or EXPERIENCE:

• High School diploma or General Education Degree (GED) required.

LANGUAGE SKILLS:

• Must have good written and oral communication skills.
• Multi-lingual a plus. (English, Hispanic, Tiwa)

REASONING ABILITY:

• Problem solving skills and common sense understanding.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Must obtain a gaming license through Taos Pueblo Gaming Commission.

PHYSICAL DEMANDS:

The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must sit and/or stand for long periods of time.

WORK ENVIRONMENT: 

The work environment characteristics descried here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

• High noise level-working environment.
• Work area may be confined during specific periods of time.

Shift work is required.