External Job Title Hospitality Training Manager - Maryland

Live! Casino & Hotel; Oregon (IL); On-site; USD 67,000 - 81,000; Full time

Job summary

A leading casino and hotel is seeking a Training Manager to enhance their hospitality services. This role focuses on developing, administering, and measuring training programs targeted at improving guest satisfaction, service performance, and team development within a dynamic and exciting environment. If you possess strong leadership and problem-solving skills and have a passion for guest relations, apply now to join a vibrant team that values diversity and offers exciting career growth opportunities.

Benefits

Comprehensive health benefits for full-time and part-time Team Members

Free Basic Life Insurance

Paid Time Off

Tuition Reimbursement

Annual Merit Based Pay Increases

Free food and discounted meals

Live! Hotel, Food & Beverage, and Entertainment Discounts

Qualifications

• Must have a relevant degree plus two years of experience in HR or Hospitality.
• Certification in Training is required.
• Demonstrated leadership skills emphasized.

Responsibilities

• Administer training programs focusing on guest satisfaction and hospitality skills.
• Identify and address performance gaps through tailored training.
• Measure training effectiveness and attendee progress regularly.

Skills

Leadership in guest hospitality

Problem-solving

Customer service

Process management

Team rapport

Education

Two (2)-year college degree in Human Resources, Hotel & Restaurant Management, or Hospitality

Four (4)-year bachelor's degree in related fields

Certification in Training

Job description

Min Compensation

USD $67,500.00/Yr.

Max Compensation

USD $81,000.00/Yr.

Overview

Why We Need Your Talents:

The Training Manager - Hospitality supports Live's! values and philosophy and ensures all training and development activities are strategically connected to mission and vision within the Hospitality Division. Works with the leadership team to identify and address team members and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results within the Hospitality Division. Training programs focus on a variety of topics, including product knowledge, SOPs, company philosophy, and customer service and leadership skills. Conducts need assessments, designs and develops training programs and facilitates the delivery of training programs. Measures the effectiveness of training to ensure a return on investment.

Responsibilities

Where You'll Make An Impact:

• Administering Team Member Training Programs
• Helps team members identify specific behaviors that will contribute to service
• Ensures team members receive on-going training to understand guest expectations
• Uses effective training methods to ensure team members have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills
• Meets with training cadre on a regular basis to support training
• Observes service behaviors of team members and provides feedback to individuals and/or managers.
• Monitors enrollment and attendance at training
• Meets regularly with participants to assess progress and address concerns
• Partners with operational leaders to assess if team members demonstrate effective technical and leadership skills.
• Reviews surveys, guest satisfaction results and other data to identify areas of improvement
• Measures transfer of learning from training to the operation
• Ensures adult learning principles are incorporated into training
• Identifies performance gaps and works with managers and team members to develop and implement appropriate training to improve performance
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate
• Aligns current training and development programs to effectively impact key business indicators
• Establishes guidelines so team members understand expectations and parameters
• Develops specific training to improve service performance
• Drives brand values and philosophy in all training and development activities
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous

Skills to Help You Succeed:

• Display leadership in guest hospitality, exemplify excellent customer service and creates a positive atmosphere for guest relations.
• Ability to analyze and interpret departmental needs and results.
• Ability to recognize and solve complex problems.
• Ability to effectively manage people, processes and procedures.
• Ability to manage rapport with trainees of varied backgrounds
• Adaptable to various situations
• Ability to cultivate trust and respect to motivate others

Qualifications

Must-Haves:

• A two (2)-year college degree in Human Resources, Hotel & Restaurant Management, or Hospitality AND two years' experience in Human Resources or related professional area; OR
• Four (4)-year bachelor's degree in Human Resources, Hotel & Restaurant Management, Hospitality, or related
• Certification in Training

Physical Requirements:

• Ability to stand and ability to sit for long periods of time.
• Ability to use hands and fingers to handle and feel; use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch
• Ability to regularly lift and/or move up to 40 lbs. and infrequently lift and/or move up to 40 lbs
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials

What We Offer

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible Other benefits for full-time and part-time Team Members include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud
• You will work in an environment where smoking is