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Training Specialist, Retail & Spa

Location: Highland
Posted on: May 3, 2021

Job Description:

Under the direction of the Spa Operations Training Manager, the Retail & Spa Training Specialist is responsible for the effective training of all team members within the Spa and Retail Departments. This position is responsible for validating quality of service and operational standards, and providing support to leadership for all training tasks and activities. The Training Specialist works closely with the Training Manager to provide consistency via the San Manuel Casino Service Excellence program to support team members to deliver a Best in Class experience for guests, and remain current in compliance training programs. The Training Specialist additionally 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. Works closely with management to document, teach and follow-up with training plans to support Best in Class guest experience efforts across San Manuel Retail and Spa Operations. Promotes positive environment of achievement, recognition, and celebration.

  2. Manages and monitors training effectiveness aligned with compliance and state laws regarding spa, salon, pool health standards and programs related to guest experience standards, standard operating procedures/guidelines and onboarding of new team members.

  3. Partners with Spa Operations Training Manager to continually observe, inspect, and formally report findings, and make recommendations for leadership assessments and continued training on:
  • Compliance with policies, procedures and controls
  • Best in Class, Service Excellence programs
  • Improvements to operational effectiveness
  • Health and safety protocols and standards
  • Employee effectiveness and performance
  • Standard operating procedures/guidelines
  • Mystery Shop Program

Monitors and records training activities. Maintains current and accurate understanding of Best in Class, Service Standards and guest service expectations, objectives, strategies and operational plans regarding service excellence. Maintains current and accurate understanding of policies and procedures for ensuring and coordinating proper execution of managing service performance systems, reporting, and processing clerical data.

  1. Manages compliance of state laws regarding spa, salon and pool health standards, and proper training/certifications regarding team members.

  2. Partners with management to report results from customer service surveys and responds to comments provided by guests. Provides input and feedback to all Department leaders on level of service, performance and training provided by team.

  3. Monitors and manages training costs and prepares budget reports to justify expenditures.

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


  • High School diploma or equivalent (GED) required. Bachelor's degree from an accredited college or university preferred.
  • Minimum two (2) years training experience required.
  • 1-2 years of relevant training experience in either hospitality, luxury retail fashion or luxury spa field preferred.
  • Experience in instructional design, assessing needs, performance measurement, training delivery, and training evaluation preferred.
  • Must have the ability to communicate verbally across all levels of the enterprise.
  • Must have good presentation skills.
  • Intermediate proficiency in Microsoft Office required. (Word, Excel, Access and PowerPoint).
  • Experience with development, assessment or review of quality assurance policies, procedures, processes and internal controls preferred.
  • Must possess excellent leadership and mentoring skills.
  • Must be self-motivated and confident.


  • 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 Specialist, Retail & Spa, Other , Highland, California

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