Training Specialist, VIP Services

Under the direction of the VIP Services Shift Manager, the VIP Services Training Specialist is responsible for the administration, coordination, and execution of high-level training for the VIP Services Department. The Training Specialist facilitates applied training for new team members, focusing on practical skill-building applicable to all roles. This position ensures existing team members are up to date on five-star service standards, guidelines, policies, procedures, Standard Operating Guidelines, work methods, and new product training. The Training Specialist also trains all aspects of health and safety compliance, as well as high-level guest service to maintain a best-in-class experience for our VIP guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Develops, coordinates, and conducts effective training programs to maintain or improve team member job skills using appropriate industry best practices for content delivery. Facilitates learning via classes, workshops, operational training, and mentoring. Develops and delivers the best practice process for administering training including training room scheduling, facilities set-up and catering, managing and administering all materials for training classes, communications, invitations, pre-work, reminders, follow-up, class attendance processing, completion status, and evaluations. Conducts on-the-job and classroom training on department tools and equipment as well as enterprise, departmental, functional, and job-specific policies/procedures.
2.    Conducts new hire orientation for all new VIP Services team members. This includes classroom training as well as follow-up to verify job proficiency and answer questions. Assists in the review and update departmental training manuals. Maintains ongoing development of general training instructions, checklists, and visual aids. Makes recommendations for improvements and/or changes to training materials, courses, etc. Helps ensure policy and procedure compliance with continuous training and refresher training of all VIP Services team members.
3.    Develop alternate training methods if the expected improvements are not made. Identifies and evaluate external sources of training materials and courses. Stays current on all existing and new techniques, department equipment, and their recommended uses. Maintains and updates individual and departmental training records and files. Tracks metrics regarding attendance, satisfaction, effectiveness, and use of training.
4.    Partners with Casino Marketing 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 VIP Services Operations team to ensure continuous development and training of service programs in order to exceed team members’ and guests’ expectations.
5.    Follow up with new team members regularly. Attend meetings and seminars to obtain information useful for training.
6.    Performs other duties as assigned to support the efficient operation of the department.

 EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.

• Associate’s degree in a related field preferred

• Minimum two (2) years of training experience required.

• Minimum four (4) years of relevant experience in a casino environment preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Demonstrates five-star rating service when engaging with internal and external guests.

• 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 and writing skills and strong computer skills covering Microsoft Office applications as well as all compliance applications.

• Strong leadership and people management skills required with good motivational and collaboration emphasis; communicates change effectively, overcomes resistance, and builds commitment.

• Ability to delegate, multi-task, lead, and prioritize effectively in a dynamic, fast-paced environment with demonstrated organizational and time management skills.

• Must maintain a strict level of confidentiality and act in a manner consistent with all legal and regulatory requirements and in compliance with relevant laws and regulations.

• Must be personable and professional, capable of using caution and discretion in communication.

• Experience with development, assessment, or review of quality assurance policies, procedures, processes, and internal co