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Training Manager, Retail & Spa

Location: Highland
Posted on: May 3, 2021

Job Description:

Under the direction of the VP of Retail and Spa Operations and the Director of Spa Operations, the Training Manager is responsible for providing high-level leadership, training and development of San Manuel service standards, and for elevating the Spa and Retail teams' service to provide a best in class experience for guests. This role is responsible for developing team members' skills and tools by assessing needs, strategically planning, managing, and delivering trainings that both support enterprise initiatives, and support professional development. The Training Manager's responsibilities include enhancing team members' performance and productivity, and creating and overseeing new team members' onboarding programs for Retail and Spa Operations. The Training Manager also plays a role in ensuring a clean and safe environment for all patrons, team members and vendors, while safeguarding enterprise assets and guaranteeing departmental integrity.

Essential Duties & Responsibilities

  1. Develops overall training plan to support guest experience efforts across San Manuel Retail and Spa Operations. Designs, implements and updates all training materials and programs related to guest experience standards, standard operating procedures and onboarding of new team members.

  2. Creates and maintains an environment of trust and collaboration by encouraging team members to share feedback and make recommendations for improvement. Promotes a positive environment of achievement, recognition, and celebration.

  3. Performs continual observations and inspections, and formally reports findings and makes recommendations for leadership assessments and continued training on:
  • Compliance with policies, procedures and controls
  • Improvements to operational effectiveness
  • Health and safety protocols and standards
  • Employee effectiveness and performance
  • Standard operating procedures
  • Mystery Shop Program

Develops methods for evaluation of program effectiveness. Monitors and records training activities. Maintains a current and accurate understanding of Service Standards and guest service expectations, objectives, strategies and operational plans regarding service excellence. Maintains a current and accurate understanding of policies and procedures for ensuring and coordinating the proper execution of managing service performance systems, reporting, vendor communication and action planning.

  1. Partners with Casino and Hotel 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 Retail and Spa Operations team to ensure continuous development and training of service programs in order to exceed team members' and guests' expectations.

  2. Oversees compliance of state laws regarding spa, salon and pool health standards and proper training/certifications.

  3. Responsible for reporting results from customer service surveys and responding to comments from guests. Provides input and feedback to all department leaders on level of service, performance and training provided by team.

  4. Maintains innovative skills by attending seminars and training sessions with regard to new training ideas or philosophies, changes in service standards, policies and procedures, and/or changes in the casino/hospitality industry.

  5. Prepares and processes forms and documents such as training schedules, service performance reports, action plans, travel requests, expense reports, purchase orders, work orders, and contracts, and follows-up with management on training and pending information or requests.

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

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the enterprise's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


  • High School diploma or equivalent (GED) required. Bachelor's degree from an accredited college or university preferred.
  • 4-6 years of relevant experience, luxury retail fashion or luxury spa experience in a casino environment preferred
  • 1 - 2 years of leadership as well as training and development capacity.
  • Experience in instructional design, assessing needs, performance measurement, training delivery, and training evaluation preferred
  • 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 skills.
  • Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.
  • Experience with development, assessment or review of quality assurance policies, procedures, processes and internal controls required.


  • At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
  • A qualified candidate/employee must have and maintain a valid driver's license with an acceptable driving record as determined by the enterprise's insurance carrier.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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!

Keywords: SAN MANUEL INDIAN BINGO & CASINO, Highland , Training Manager, Retail & Spa, Other , Highland, California

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