RETAIL SUPERVISOR

AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the Isleta Resort & Casino’s assigned retail shop operations 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.

Departmental Leadership:

• Resolves guest services issues, assists guests with all inquiries in connection with resort services, in-house events and directions
• Requisitions merchandise from stockroom and completes appropriate paperwork promptly and accurately
• Communicates at a high level with other Supervisors and Management to ensure department standards are met
• Utilizes organizational skills to efficiently complete daily tasks
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service
• Gives basic instruction on all promotions and special events
• Transports cash drawer to and from work area
• Resolves external guest issues and problems in a timely and professional manner, on behalf of management
• Interacts heavily with guests
• Maintains and displays merchandise in a tasteful and inviting manner and suggests items to meet guest’s needs while emphasizing selling points of article
• Accurately handles cash, charges and other tendered guest transactions;
• Reconciles and balances cash drawer at end of shift.
• Manages loss prevention and shrinkage
• Maintains store inventory
• Responds to inquiries and problems in an efficient, courteous and professional manner to achieve maximum guest satisfaction

Personnel & Administrative Tasks:

• 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 attendants on behalf of management.
• Coordinates workload of all retail staff.
• Ensures all department and company policies and procedures are being adhered to.
• Ensures an open and welcoming atmosphere that promotes skill enhancement.
• Occasionally performs other duties as assigned.

Accountability and Supervision:

Directly supervises the Retail Attendant.

Administers 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 GED required.
• Associates Degree in Sales and/or Business Management, preferred.
• One (1) years Retail Supervisor and/or Retail Manager experience, required.
• Previous working experience in a Four Diamond Resort, 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 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 arithmetic skills.
• Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess extensive computer skills and be able to operate a ten key calculator and all 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, and holidays.
• Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.
• 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.
• Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
• Must possess experience and be knowledgeable of all Casino Audits and flow of information.
• Must possess thorough knowledge and expertise in Federal, State, and Tribal regulatory requirements and authoritative published material as related to the department.
• Must be able to take direction and feedback well.

Physical Demands and Work Environment

• Must be able to lift, move, and place up to 25 pounds.
• Must be able to push and/or pull 50 pounds.
• Must be able to sit, stand, or walk for extended periods of time.

Working Conditions:

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