Training Specialist, VIP Services

VIP Services Training Specialist

Under the direction of the VIP Services Shift Manager, the VIP Services Training Specialist is responsible for the administration, coordination, and execution of high-level training for the VIP Services Department. The Training Specialist facilitates applied training for new team members, focusing on practical skill-building applicable to all roles. This position ensures existing team members are up to date on five-star service standards, guidelines, policies, procedures, Standard Operating Guidelines, work methods, and new product training. The Training Specialist also trains all aspects of health and safety compliance, as well as high-level guest service to maintain a best-in-class experience for our VIP guests.

1. Develops, coordinates, and conducts effective training programs to maintain or improve team member job skills using appropriate industry best practices for content delivery. Facilitates learning via classes, workshops, operational training, and mentoring. Develops and delivers the best practice process for administering training including training room scheduling, facilities set-up and catering, managing and administering all materials for training classes, communications, invitations, pre-work, reminders, follow-up, class attendance processing, completion status, and evaluations. Conducts on-the-job and classroom training on department tools and equipment as well as enterprise, departmental, functional, and job-specific policies/procedures.

2. Conducts new hire orientation for all new VIP Services team members. This includes classroom training as well as follow-up to verify job proficiency and answer questions. Assists in the review and update departmental training manuals. Maintains ongoing development of general training instructions, checklists, and visual aids. Makes recommendations for improvements and/or changes to training materials, courses, etc. Helps ensure policy and procedure compliance with continuous training and refresher training of all VIP Services team members.

3. Develop alternate training methods if the expected improvements are not made. Identifies and evaluate external sources of training materials and courses. Stays current on all existing and new techniques, department equipment, and their recommended uses. Maintains and updates individual and departmental training records and files. Tracks metrics regarding attendance, satisfaction, effectiveness, and use of training.

4. Partners with Casino Marketing leadership and team members for daily operations, planning and implementing processes, services, standard operating procedures, policies, and procedures to address service performance opportunities. Works closely with VIP Services Operations team to ensure continuous development and training of service programs in order to exceed team members' and guests' expectations.

5. Follow up with new team members regularly. Attend meetings and seminars to obtain information useful for training.

6. Performs other duties as assigned to support the efficient operation of the department.

Education, Experience, and Qualifications:

• High School Diploma or GED required.
• Associate's degree in a related field preferred.
• Minimum two (2) years of training experience required.
• Minimum four (4) years of relevant experience in a casino environment preferred.

Knowledge, Skills, and Abilities (KSA):

• Demonstrates five-star rating service when engaging with internal and external guests.
• History of building, leading, motivating, and coaching teams to achieve objectives.
• Must have the ability to communicate verbally across all levels of the organization.
• Must have good presentation and writing skills and strong computer skills covering Microsoft Office applications as well as all compliance applications.
• Strong leadership and people management skills required with good motivational and collaboration emphasis; communicates change effectively, overcomes resistance, and builds commitment.
• Ability to delegate, multi-task, lead, and prioritize effectively in a dynamic, fast-paced environment with demonstrated organizational and time management skills.
• Must maintain a strict level of confidentiality and act in a manner consistent with all legal and regulatory requirements and in compliance with relevant laws and regulations.
• Must be personable and professional, capable of using caution and discretion in communication.
• Experience with development, assessment, or review of quality assurance policies, procedures, processes, and internal controls required.

Licenses, Certifications, and Registrations:

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

Physical Requirements/Working Conditions – Environment:

• The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!