Captain

Age Requirement: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the Security operations 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, while maintaining and enforcing the Isleta Resort and Casino’s house rules. Responsible for ensuring a safe and secure environment for guests and employees and the protection of assets and Isleta Resort and Casino to reduce any risks of liability the Isleta Resort and Casino or tribe may incur. 

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.

Department Management:

• Resolves, both, internal and external guest issues and problems in a timely and professional manner.
• Informs the Chief of Security  of all pertinent security and staff incidents as required.
• Addresses and handles a multitude of additional tasks delegated by the Security Director.
• Responsible for documenting reportable incidents in activity logs and/or incident reports. 
• Ensures the participation and appropriate certification of required training for shift personnel.
• Oversees assigned shift duties and responsibilities, ensuring the effectiveness and operational requirements of the department/Company are met. 
• Assists in the development, implementation, and enforcement of the Isleta Resort and Casino, Golf Course, Fun Connection, and Lakes Policies & Procedures. 
• Maintains current knowledge base of security procedures, improvements, and developments within the security industry.
• Assists the Director of Security in developing and implementing policies and procedures for the Security Department and its enforcement and adherence by security staff.
• Responsible for safeguarding all Resort assets and providing a safe environment for both guest and employees.
• Reviews all incident reports and activity logs, assesses trends, patterns and changes in occurrence of incidents, and as needed, develops preventative strategies.
• Addresses complaints and resolves issues through providing feedback and recommendations.
• Acts as liaison with management and tribal police to ensure optimum cooperation.
• Keeps Security Directory abreast with all pertinent Security and staff incidents as required.
• Occasionally may be required to attend court on behalf of the Isleta Resort and Casino.
• May be assigned to drive company vehicle on public roads, to and from Isleta Pueblo properties, and/or other destinations, during shift.
• Ensures an open and welcoming atmosphere that promotes skill enhancement. 
• Greets guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service.
• Investigates and completes incident reports as needed
• Reviews all subordinate reports for accuracy and completeness.
• 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.

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 Security Department’s effectiveness by recruiting, interviewing, selecting, promoting, training, coaching, counseling, assigns and delegates work, disciplining, reassigning, and terminating employees as needed.
• Is responsible for the completion of duty and ensures all SOPS, and Regulations have been followed prior to closing the shift
• 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.
• Grants and/or denies PTO Requests as they pertain to scheduling.
• 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.
• Oversees the entire scheduling of assigned shift personnel.
• Fosters and maintains positive staff/management and guest/Company relations.
• Occasionally performs duties of subordinates and other duties as needed. 
• Completes and reviews all subordinate job performance evaluations
• Occasionally performs other duties as assigned.

Accountability and Supervision:

Directly supervises the Shift Supervisor, Supervisors, Officers I, II and III.  

Initiates and administers tangible supervisory employment actions and responsibilities in accordance with the Isleta Resort and Casino’s policies, SOPs, and applicable laws. Responsibilities include initiating interviewing, hiring, and training employees; initiating planning, assigning, and directing work; initiating appraising performance; initiating rewarding and disciplining of employees; initiating promoting, demoting, and reassigning employees; and addressing complaints and resolving problems. 

Education and Experience:

• Associate Degree in related field, required.
• Three (3) years of supervisory experience in related field, required.
• Five (5) years Military, Law Enforcement, Security, or related field experience, required.
• Prior Casino and/or Hotel experience, preferred.
• Demonstrated guest/customer service experienced required.
• Or equivalent combination of education, experience, and training.

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.
• Must possess and maintain a valid New Mexico driver’s license. Should not have had a driver’s license revoked or suspended in the last three (3) years prior to the date of the Employment Application, acceptability will be determined by Risk Management. Driving records will be checked.
• Maintains all required Certifications, i.e. CPR, Responsible Gaming, SAT, SAR,Title 31, etc.
• Must be 21 years of age.

Knowledge, Skills, and Abilities

• Must be able to make sound decisions when handling crisis situations.
• Must be able to identify risks and liability issues and provide recommendations and solutions.
• 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 possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
• Must possess and exhibit a positive attitude towards internal and external guests at all times.
• Must possess strong critical and analytical thinking skills.
• Must be able to produce organized, clear, and concise incident reports and other required reports and forms.    
• Must be able to take direction and feedback well.
• Must possess moderate computer skills and be able to operate Microsoft applications and software.
• Must possess strong organizational and time management skills while paying close attention to details such as spelling, grammar, and concise facts. 
• 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 be able to defuse confrontational situations by means of executing good judgment and communication skills. 
• Must possess moderate knowledge of criminal offenses, modern methods of security, first aid and fire safety procedures, training methods, detainment and investigation techniques, and handling of evidence.

Physical Demands and Work Environment

• Must be able to sit, walk, and stand for extended periods of time.
• Must be able to lift, carry, push, and/or pull 20 to 50 pounds.
• Must be able to walk up and down several flights of stairs during a single shift.
• Must be able to restrain and handle a physical confrontation.

Working Conditions: Work is generally performed in, both, a Casino setting with exposure to second-hand smoke and a high noise level, exposure to various lights and sounds. 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.