Training Supervisor, Guest Services

Essential Duties & Responsibilities
Confers with all levels of management to gain knowledge of work situations requiring training and to better understand changes in policies, procedures and business initiatives.
Coordinates training schedules to support the needs of a 24/7 business and be flexible to support all training needs.
Manages and Supervises department training programs (e.g., New Hire Onboarding, special training projects and casino mandatory training). This includes training floor trainers, casino floor observations, coaching, monitor and track all training progress throughout the employee's introductory period and providing performance feedback to floor management.
Creates: facilitates and presents training meeting sessions for small and large groups; while managing and supervising the classroom setting.
Identifies opportunities to enhance or update training programs, processes and procedures and makes suggestions for improvement to programs.
Monitors all training records for management distribution.
Supports the casino and the department management with extra curriculum projects as assigned (e.g., service programs, promotions, and casino-wide decorations).
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 and evaluating perspective candidates for Guest Services positions with the department goals in mind. Responsible to supervise all aspects of the training programs casino-wide to include Title 31, Responsible Gambling and any other mandatory trainings required by employees. Responsible to supervise the Superstar Employee program throughout the year with the responsibility of awards presented at year end.
High School Diploma or GED required.
Associate's degree preferred.
Minimum two (2) years management and supervision experience required.
Minimum one (1) year customer service experience required.
Minimum three (3) years training and development experience preferred.
Intermediate proficiency in Microsoft Office (Word, Excel and PowerPoint) required.
Must possess strong public speaking, written and verbal communication skills.
At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
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 gaming facility.
Incumbents may be required to work evening, weekend and holiday shifts.
During entertainment and mandatory work days (New Years, the Anniversary, etc.) some employees will work 4 hour shifts or overtime.
Must be able to maintain confidentiality when working with private information such as Social Security Numbers, credit card information, personal data or financial data from colleagues, personnel or customers.
Employee may be exposed to highly stressful situations where a great deal of tact and diplomacy is necessary.
Physical activities that apply to the essential functions of the position are: Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, fingering, grasping, talking, hearing, repetitive motions.
Hearing sufficient to hear conversational levels in person and over the telephone.
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.
Strength sufficient to occasionally lift and/or move up to 10 pounds below or at waist.
Visual Acuity that best describes 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; visual inspection of employees, visitors or facility.
Mobility sufficient to safely move in an office environment, walk, stoop, bend, kneel, and enter, exit and operate a motor vehicle in the course of 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.
The employee will experience moderate to high noise levels.
The employee will be exposed to fumes or airborne particles including secondhand smoke.
San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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