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.

• Ensures positive employee relations and morale for the Company. Maintains employer-employee relationships that contribute to productivity, motivation and morale. Primary focus is preventing and resolving conflict in the workplace.
• Administers Conflict/Dispute Resolution in the workplace through coaching and mediations. Conducts employment mediations as required or directed by HR Leadership.
• Administers Employee Disciplinary and Termination Processes in accordance with Company Policy and Procedures.
• Assist in drafting employee disciplinary actions (EDA’s) Review EDA’s for accuracy prior to approval. Enter EDA’s into the system.
• Conducts or assists with personnel-related investigations including responding to any formal/external requests for information/documentation.
• May assist with the administration of the Employee Grievance Process in accordance with Company Policies and Procedures.
• Conducts or assists with Human Resources Investigations as directed by Human Resources and/or Executive level leadership. Create confidential investigative reports.
• Investigates and responds to all state UI claims and serves and property representative during UI hearings.
• Serves as employee advocate.
• Conducts HRIS data entry for position responsibilities and as required by HR Management.
• Conducts Exit Interviews and compiles results with quality improvement recommendations.
• Serves as a contact in human resources regarding Employee Morale and Welfare.
• Establishes and maintains all employee relations records and files. .
• Researches, retains, and advises HR Management of all applicable information relating to employee relations programs to include tribal, federal and state laws and regulations.
• Maintains all Employee Relations Reports and files as required. Analyzes reports results to identify trends and deficiencies and makes appropriate recommendations to Human Resources and property Leadership.
• Conducts training to Management and Supervisors relating to SOP’s.

Accountability and Supervision:

• None

Education and Experience:

• High School Diploma or GED equivalent required.
• Associates Degree or Bachelor’s degree in Human Resources or related field preferred.
• Professional Employment Mediation Training preferred.

Experience:

• Minimum of three (3) to five (5) years progressive Human Resources experience required.
• Minimum of three (3) years of employee relations experience preferred.
• Expert knowledge of all functional areas of Human Resources preferred.
• Expert knowledge of Employment Law; Personnel Administration; Personnel Policies and Procedures required.
• Expert knowledge of Conflict Resolution; Employee Discipline and Terminations; Grievance Procedures; and Employee Investigations required.
• Expert knowledge of DOL and Unemployment Insurance claims processing required.
• Professional experience in using HR Information Systems (HRIS) required.

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 possess and exhibit a strong understanding and working knowledge of advanced human resources methods and practices with emphasis on mediation, investigations and problem solving.
• Must possess strong communication skills;
• Must possess and exhibit extensive knowledge in office etiquette, general office maintenance and practices, filing systems (alpha and numeric), documentation procedures and methodologies, operation of standard office equipment, and basic public relations.
• Must possess and exhibit strong computer skills with related software applications to include Microsoft Office, Outlook, and associated HRIS Systems (i.e. Kronos; Infinium).
• Must possess and exhibit strong organizational and time management skills with the ability to multi-task and meet deadlines under high levels of stress under minimal supervision.
• Must possess and exhibit strong critical and analytical thinking skills.
• Must possess and exhibit strong communication and interpersonal relations skills both verbally and in writing.
• Must possess and exhibit an absolute commitment to world class customer service.

Physical Demands and Work Environment

• Must be able to lift, move, and place 25 pounds.
• Must be able to stand, walk, and/or sit for extended period of time.

• Must be able to maneuver within a work area in close surroundings.

Working Conditions:

Work is generally performed in a fast pace office setting with possible expose to hazards, Blood Borne Pathogens, 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.