Training Manager, Retail & Spa
Company: SAN MANUEL INDIAN BINGO & CASINO
Posted on: May 3, 2021
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
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.
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.
- 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.
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'
Oversees compliance of state laws regarding spa, salon and pool
health standards and proper training/certifications.
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.
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.
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.
- Performs other duties as assigned to support the efficient
operation of the department.
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
- Experience in instructional design, assessing needs,
performance measurement, training delivery, and training evaluation
- History of building, leading, motivating, and coaching teams to
- 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
- Experience with development, assessment or review of quality
assurance policies, procedures, processes and internal controls
- 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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