Isleta Resort & Casino is making a number of improvements to its comprehensive entertainment offerings,

as well as maintaining its focus on service.

About Isleta Resort Casino The Isleta Resort Casino in Albuquerque, New Mexico, is an oasis just minutes from the airport and downtown. The hotel, home to 201 rooms and suites, offers complimentary valet parking and airport transportation, a spa, an indoor/outdoor pool and hot tub, a 27-hole golf course, fitness room, dining at seven resort locations, a casino with 1,700 slot machines and more.

ByStaci Davidson

Albuquerque is well known for the beauty of its signature southwestern landscape, but for those who need some fun out of the sun, there are a number of entertainment and gaming options in the city, including five casinos. Isleta Resort & Casino wants to be the preferred choice of those, and it is working to attract tourists and residents with a variety of quality enhancements, demonstrating the property continues to evolve with the market.

“This is one of the most competitive markets in the United States – there are 16,000 gaming positions in the Albuquerque metropolitan area for 1.2 million people,” CEO Harold Baugus says. “We are trying to build a good model to reward the right customer at the right time, and we’re highlighting our concerts, bingo and poker to show our overall entertainment value. Our new slogan, ‘Where the fun begins,’ helps us show we have more entertainment value than any other casino in the New Mexico area, and maybe the entire Southwest. We can attract not just the local market – the regional market as well – and our guests can experience all different types of enjoyment.”

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The Isleta casino features more than 1,800 slot machines, as well as more than 25 table games, from high limit to bingo. The casino was built in 2000, and is now undergoing a major upgrade including a redesigned casino floor, adding a bingo showroom and giving a facelift to its main showroom with stadium-style seating for concerts. Ellen slot machine atlantic city. The casino is also is enhancing its nightlife, by adding a new location for Triple Sevens to be able to better serve more guests with a bigger bar and dance floor. The Resort is also elevating its food and beverage operations with a new food court and a small bar and grill. Additionally, Isleta is spending $10 million to enhance the casino’s air quality.

The resort offers 201 spacious rooms, as well as 60,000 square feet of meeting space, all filled with touches of the Southwest and Isleta Pueblo works of art. Isleta also features a beautiful spa, an indoor-outdoor pool and hot tub, and fitness center. Dining is available at seven locations throughout the resort. Don’t forget to visit the Fun Connection, which features bowling, billiards and laser tag games. For those looking for some outdoor fun, there also is the Isleta Lakes & RV Park, two lakes for fishing, a 27-hole golf course. Without a doubt, Isleta takes pride in the amount of attractions it offers.

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“We work on a daily basis on our attractions, and we have a promotion almost every single day because in this business you can never rest,” Baugus says. “We always want to be one step ahead, and the market is free-play driven, so we do car giveaways, cash giveaways and a number of other methods to refresh our promotions as much as we possibly can. We are always trying different ways to reward our guests and keep them coming back.”

The Service Business

Even with its comprehensive entertainment offering and refreshed amenities, Isleta believes quality service supersedes all of that. That’s why the Isleta Resort & Casino has structured its business to focus on customer service.

“We believe that if we take care of our team, they will take care of our patrons,” Baugus says. “It is vital from an entertainment standpoint that our patrons feel they are being served, so we have a number of internal recognition programs to reward and appreciate our team members, such as the Team Eagle Employee Engagement Award. Last week, everyone in management cooked barbecue for our team members to show them we appreciate what they do, and we have a monthly employee appreciation event. We continue to find ways to enhance the working environment for our team members.”

Isleta Resort & Casino is in “the customer service business,” according to Baugus, and it will continue to support and appreciate its team, he says, because that is the key to ongoing growth. Isleta plans to continue its marketing initiatives to increase its gaming revenues – last year revenue was up 5 percent and it increased market share by 2 percent – while also improving its overall operations. Baugus notes its team members continue to be important in Isleta’s goal of being a complete entertainment destination.

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“We can always find new ways to take care of our team members because we care about them,” Baugus says. “Working in a casino is very demanding – it is not normal hours with working on the weekends, holidays, in the late night and early morning. We put a lot of resources forward to make sure our team members are taken care of, and as a result, our guests will be well taken care of in return. Here at Isleta, we’re always looking at how to provide a quality entertainment experience for our guests, while building a brighter future for the Pueblo of Isleta.”