GENERAL SUMMARY
Responsible for comprehensive onboarding, skill and service training for Housekeeping Operations, including Housekeeper, Casino Porter, and Guest Room Attendant. Develops, conducts and tracks training for all of the departments Team Members both new hires and existing. Determines training needs, prepares and updates materials, creates training schedules. All aspects of STYLE service training, compliance, and other areas as assigned. Acts as a liaison between Team Members and Leadership attending department meetings, leading V-Briefs and creating a welcoming and streamlined onboarding experience.
CORE SCOPE OF POSITION
- STYLE Service Training – Facilitates department specific STYLE service training.
- Compliance Training – Responsible for the coordination and facilitation of department specific compliance training.
- Onboarding of New Hires – Responsible for the development and facilitation of an effective onboarding experience for newly hired team members.
- If department uses Homework, quizzes, or tests to measure knowledge and retention, administering, updating, and grading these tools.
- Develops and leads V-Briefs upon request.
- Performs needs analysis, compiling and assessing data, and conferring with management to determine the training needs within the department.
- Develops course curriculum and implements new/revised training programs, seminars, and workshops. Selects or develops teaching aids, such as handouts, visual aids, demonstration models, and reference works. As needed, customizes materials for a gaming environment.
- Maintains records of training activities and team members’ progress.
- Performs weekly updates on training for management review.
- Performs miscellaneous clerical functions and special projects as assigned.
- Greets the Guest with a smile and works collaboratively with all Viejas Team Members to develop and maintain a positive relationship.
- Responds to both Team Members, and Guests inquiries referring more complex questions to the appropriate resource.
- When on the casino floor, assists Guests.
- Maintains knowledge of current marketing promotions and/or special events.
- Attends and participates in meetings as required.
- Ensures that work area is clean, safe, secure, and well maintained.
- Follows company and departmental policies and standard operating procedures.
- Complies with applicable governmental laws and regulations.
- Establishes and maintains professional working relations with internal and external guests.
STYLE SERVICE COMMITTMENT
All Team Members will display high level commitment to Customer Service through the consistent delivery of STYLE Service Standards established by Viejas Casino & Resort.
INTERACTION
Interacts with internal and external guests with a positive attitude and professionalism at all times.
Interacts with Team Members, subject matter experts, management, and department heads.
SUPERVISION
- Oversees training for new hires and any retraining for existing members of the team.
Required Skills
KNOWLEDGE AND SKILLS
- Bilingual in Spanish a plus.
- Excellent written, verbal, and interpersonal communication skills.
- Proficient in Microsoft Word, Excel, and PowerPoint.
- Strong guest service skills and attention to detail.
- Strong relationship building.
- Excellent time/project management and organizational skills with ability to handle multiple projects.
- Must be a self-starter and able to adjust to change.
- Ability to work a flexible schedule to accommodate company and Team Members’ needs.
Required Experience
EDUCATION/CERTIFICATION
- Bachelor's degree or equivalent on the job experience.
EXPERIENCE
- 1 - 3 years of related experience in conducting/developing training content.
- Minimum 3 years of related operations experience
- Previous training experience preferred.
- Supervisor experience preferred
- Experience working with all levels of management and Team Members.
- Experience coaching and providing feedback to Team Members, a plus.