Guest Services Property Trainer $85,000 - $100,000/ per year

Commerce Casino is the world’s largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as “Where the World Comes to Play.” Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

PRIMARY JOB FUNCTIONS

•Understands and utilizes learning technology platforms and oversees Learning Coordinator responsibilities to support the Commerce Casino and Hotel’s training needs.

•Verified programs/processes are effectively implemented to accomplish objectives in alignment with broader business objectives.

•Conducts needs assessments, partners with Guest Experience Operations Leaders and HR team to identify appropriate programming and facilitates the delivery of both custom and corporate training programs.

•Participates fully in the Golden Circle Committee and partners with Guest Experience Operations Leaders and HR to verify updated programs and processes are pulled through.

•Measures the effectiveness of training to ensure a return on investment.

•Administering employee service training programs and informs employees about all training programs.

•Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

•Helps employees identify specific behaviors that will contribute to service excellence.

•Ensures employees receive on-going training to understand property standards and guest expectations.

•Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

•Observes service behaviors of employees and provides feedback to Guest Experience Operations Leaders.

•Stays current on learning technology enhancements and new learning program launches.

•Coordinates required training programs, including identification of participants and periodic follow-up for completion when appropriate.

•Thoroughly prepares for each learning event (in-person or virtual) and demonstrates a mastery of content knowledge.

•Creates an environment that enables maximum learning by employing adult leaning principles.

•Demonstrates knowledge of the uniqueness of each audience, including delivery adjustment to the various learning styles represented, as well as for any special needs that could affect the learning.

•Monitors enrollment and attendance at training classes and logs training attendance within associate record.

•Reviews comment cards, guest surveys, online reviews, guest satisfaction results and other data to identify areas of improvement.

•Aligns current training and development programs to effectively impact key business indicators.

•Verifies that management and non-management training programs are conducted in accordance with standard operating procedures.

•Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

•Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

•Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

•Demonstrates mastery of culture acumen by understanding Commerce Casino and Hotel Core Values, modeling the behavior, and holding others accountable.

•Managing Training Budgets and Inventory

•Participates in the development of the Training budget as required.

•Manages budget in alignment with Guest Experience Operations Leaders and property financial goals.

The duties listed are not set forth for the purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work.

QUALIFICATIONS

Work Experience: 2 years’ experience in the human resources or related professional area; certified trainer.

Education: Prefer 2-year degree from an accredited university in Human Resources, Luxury Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Other: Advanced working knowledge of Microsoft products. Sills and experience applying to Team Trainer. Comfortable speaking with small groups and inspiring others. Capable of teaching others in a constructive, professional and positive manner. Strong communication skills on all platforms and willingness to work as part of a team. Ability to deliver information in a clear and respectable manner to fellow team members, leadership, customers, and vendors. Ability to meet luxury guest service expectations and standards in all interactions with customers, vendors, and Tema Members. Ability to work independently, follow directions and procedures, effective time management and organization skills. Strong work ethic and ability to work in a fast-paced environment with a sense of urgency.