Guest Experience (GX) Training Manager

Hollywood Park Management Company, LLC.; Richmond Hill; On-site; CAD 103,000 - 124,000; Full time

Job summary

A leading sports and entertainment destination in York Region, Richmond Hill is seeking a GX Training Manager. This crucial role will focus on the development and execution of training programs to enhance the skills of a diverse team of over 400 part-time staff. The ideal candidate will have 2-4 years of experience in training within the hospitality or entertainment sectors and possess the ability to influence through effective relationship building. A Bachelor's degree in a relevant field is preferred. The position offers a salary range of $75,000 to $90,000 based on experience.

Qualifications

• 2-4 years training experience in entertainment or hospitality.
• Ability to influence through relationship building.
• Strong ability to communicate challenging information.

Responsibilities

• Develop and execute the GX training program.
• Manage time-off requests and employee scheduling.
• Train staff on safety compliance and policies.

Skills

Training experience

Relationship building

Attention to detail

Proficient in Google and Microsoft Suite

Education

Bachelor's Degree in Sports/Event Management or related field

Tools

Scheduling software (e.g., ABI, Paycor)

Job description

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space.

Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more.

Culture

Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect.

Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day.

At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S.

Our S.T.A.R.S. commitments are enabled by five foundational principles:

• Start with Care – create a lasting impact through genuine care
• Thrive as a Team – create an environment of collaboration and encouragement
• Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others
• Resolve with Respect – treat others with empathy, patience, and kindness
• Safety Always – maintain a safe and secure environment

As the Guest Experience (GX) Training Manager, You Will…

We are seeking a dynamic and experienced GX Training Manager with an emphasis on Training and Shift Workflow Management to be the driving force behind the success of our over 400 part-time, event day team members. This is a crucial, non-traditional role that combines logistical precision with employee enablement, ensuring a standardized level of excellence across every aspect of the employee lifecycle for our diverse, part-time staff. If you thrive on behind-the-scenes teamwork and enjoy building strong foundational processes that directly lead to exceptional team and guest experiences, this role is for you.

More Specific Responsibilities Include, But Are Not Limited To…

Training & Employee Enablement

• Develop and execute the GX training program, ensuring up-to-date content and effective delivery to groups ranging from 10 - 100+ attendees.
• Deliver training on our STARS program, ADA accessibility-awareness and inclusive service practices.
• Partner with CSC GX to ensure all training materials are relevant and current.
• Design and deliver engaging training materials that include interactive workshops, role plays, scenario-based practice, and micro-learning.
• Manage frontline Rewards & Recognition programs, including the Employee of the Month and other employee initiatives.
• Translate complex policies and safety compliance regulations into digestible, easy to understand content.
• Train staff on the specific usage of necessary equipment based on specific job roles.
• Manage and coordinate the internal GX employee newsletter.
• Must have the ability to communicate and write effectively.

Scheduling Management

• Oversee the departmental process of time-off requests, availability changes, and shift swaps, mitigating risk of coverage gaps and unauthorized overtime in ABI and Paycor.
• Review, reconcile, and approve employee timecards.
• Perform other related duties as required and assigned.
• On-site, event day presence may be required.

We’d Love to Hear From People With…

• 2-4 years training experience in a fast-paced, high-volume entertainment and hospitality industries.
• The ability to influence through relationship building.
• Knowledge of scheduling software (e.g., ABI and Paycor).
• Strong attention to detail; ability to proofread.
• Strong ability to communicate challenging information in verbal and written form.
• Ability to work non-traditional hours including nights, weekends, and holidays.
• Passion for providing the highest quality service and puts guest's needs before their own needs first.
• Solution oriented problem solver who can resolve issues in real time and implement long-term strategies.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Ability to manage multiple tasks and prioritize needs efficiently.
• Proficient in all Google and Microsoft suite software etc.
• Bachelor's Degree in Sports/Event Management, Hospitality, Training & Education, Business Administration or an equivalent combination of education and experience in the field, preferred.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Physical Requirements:

LIFTING ...........................................Lift up to 40 pounds

CLIMBING/BALANCE ...................Prolonged Steps or stair climbing, balancing

STOOPING/BENDING OVER.......Occasional

STANDING/SITTING.......................Prolonged standing/sitting throughout the day

REACHING ......................................Occasional overhead as well as horizontal

SPEAKING.......................................Proficiency in English

Essential Environmental Conditions:

INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind.

COLD/HEAT ...................................General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind

NOISE/VIBRATIONS ....................High noise level and vibration high

FUMES/DUST/ODORS.................Normally controlled environment

Salary Range: $75,000 to $90,000

In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.