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Highland, California, United States
Onsite
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Assesses training needs and creates comprehensive plans that align with enterprise guest experience goals. Designs and delivers programs that reinforce Yaamava Brand Standards, Brand Champion Tasks, Forbes Travel Guide, Michelin, AAA standards and any other industry awards key to the operations success and brand positioning
2. Performs continual observations and inspections, 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
3. Develops methods for evaluation of program effectiveness. Monitors and records of 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.
4. Collaborates with Hospitality leadership to implement processes and service programs that exceed guest expectations. Promotes a positive, collaborative environment that encourages feedback, recognition, and continuous improvement.
5. Conducts observations and inspections, reports findings, and recommends improvements in compliance, operational effectiveness, and team member performance. Evaluates training effectiveness and maintains accurate records of activities.
6. Analyzes customer service surveys, responds to guest comments, and provides actionable feedback to department leaders. Stays current on industry trends and services standards through seminars and training sessions. Prepares and processes training schedules, reports, and related documentation.
7. Maintains innovative skills by attending seminars and training sessions about new training ideas or philosophies, changes in service standards, policies, and procedures, and/or changes in the casino/hospitality industry.
8. 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.
9. Performs other duties as assigned to support the efficient operation of the department.
SUPERVISORY RESPONSIBILITIES
Carries out supervisory responsibilities in accordance with the organization’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. Make hiring decisions and designs individual development plans with succession planning in mind for all key roles.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
Bachelor’s degree from an accredited college or university is required.
Minimum three (3) years of career experience in training and development required.
Minimum three (3) years of supervisory experience required.
Minimum three (3) years of relevant experience, luxury Hotel, Spa preferred.
Forbes Travel Guide and AAA Diamond knowledge preferred.
Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
Proficiency in Microsoft suite of products and / or Office 365
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 possess high level presentation skills.
Must have excellent writing skills and strong computer skills covering Microsoft Office applications as well as all compliance applications.
Experience with the 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.
No Driving Responsibilities: Role does not require a driver’s license or insurance.
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 sufficiently 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 during 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!