Talent Development and Service Manager

Caesars Entertainment; South Lake Tahoe (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

Caesars Entertainment is seeking a Talent Development and Service Manager to design, implement, and oversee learning and service excellence initiatives across Harrah’s properties in Lake Tahoe. You will partner with department leaders to identify training needs, drive onboarding programs, and promote high guest satisfaction through world-class service standards.

The role focuses on developing development curricula, supervising orientation, and delivering data-driven improvements while supporting

Qualifications

• Bachelor's degree in Business Administration or HR or related field preferred.
• 1+ year in HR or Training/Development preferred.
• Business/HR degree preferred but not required.
• HR/administrative work experience preferred.
• Strong written and verbal communication skills.
• Ability to analyze operational reports and draw conclusions.
• Ability to promote great customer service values.
• Maintain confidentiality and professionalism.
• Ability to take initiative and solve problems.
• English proficiency required; Spanish helpful.
• Proficiency in Word, Excel, Outlook and PowerPoint preferred.
• Willingness to learn new technology and teach others.
• Team player with excellent communication and customer service.
• Ability to manage multiple projects effectively.

Responsibilities

• Facilitate new hire orientation and onboarding programs.
• Develop and manage learning, development, and service initiatives.
• Partner with leaders to identify training needs and promote service standards.
• Deliver and assess training programs, including e-learning and in-person.
• Provide strategic direction to improve guest service and employee growth.
• Support HR inquiries and day-to-day office operations.

Skills

Training & Development

HR

Onboarding

Leadership skills

Communication

Education

Bachelor's in Business/HR

Tools

Microsoft Office

Job description

Job Description

The Talent Development and Service Manager is responsible for developing, implementing, and managing learning, development, and service excellence initiatives that enhance team member performance, engagement, and guest satisfaction. This role partners with department leaders to identify training needs, support organizational development strategies, and foster a culture of continuous learning and exceptional service. The Talent Development and Service Manager facilitates New Hire Orientation, oversees onboarding and training programs, promotes service standards, and drives initiatives that support employee growth, retention, and organizational success.

The Talent Development and Service Manager is responsible for developing, implementing, and managing learning, development, and service excellence initiatives that enhance team member performance, engagement, and guest satisfaction. This role partners with department leaders to identify training needs, support organizational development strategies, and foster a culture of continuous learning and exceptional service. The Talent Development and Service Manager facilitates New Hire Orientation, oversees onboarding and training programs, promotes service standards, and drives initiatives that support employee growth, retention, and organizational success.

Responsibilities

• Facilitates Caesars branded Welcome to the Empire new hire orientation program to include Company Policies, Diversity and Inclusion, Customer Service Training, and Responsible Gaming. Ensures all property benefit programs and perks are communicated in New Hire Orientation.
• Designs and conducts Personal and Professional Development offerings to employees and departments, conducting assessments and seeking input from employees to create most needed/desired courses.
• Facilitates Family Stye Service lessons to employees as needed. Engages with Team Members and Leadership to obtain feedback.
• Oversees the administration of annual refresher and compliance training programs using the Caesars e-Learning Skillsoft program. Communicates with leaders to ensure required training completion percentages.
• Research and implement progressive and up-to-date training, facilitation, and presentation strategies using both traditional (i.e. classroom-based) and newer (i.e. virtual, immersion-based, and/or technology-inclusive) methods.
• Partner with Corporate Leadership team to develop and execute Leadership Development Curriculum, ensuring programs are executed with intent and delivered to the appropriate audience.
• Provide both high-level and granular service-related information supported by data to Sr. Leadership Team as well as the property population with the expectations of world-class service outcomes.
• Provide on-going strategic direction and tactical assistance to assist teams in delivering world class service to our guest.
• Develop and establish guest related call quality standards, protocols and measurements.
• Monitor overall guest experience feedback to track trends or opportunities for service improvement. Collaborate with departments for continuous improvement of guest experience
• Assist in the management of day-to-day office operations, including assisting employees and applicants directly with various HR-related questions and tasks.

Qualifications

• Bachelor’s Degree in Business Administration, Human Resources Administration or related field preferred.
• Minimum of one year in Human Resources or Training/Development preferred.
• College degree in Business or Human Resources preferred, but not required.
• HR, administrative, or comparable work experience preferred.
• Ability to initiate and engage in both written and verbal communication in both one on one and group settings.
• Ability to analyze operational reports; identify gaps in desired outcomes, draw conclusions and make recommendations for future actions
• Communicate values for great customer service in a way that inspires others to achieve superior performance
• Must be able to act professionally and always maintain confidentiality.
• Must have demonstrated ability to take initiative, solve problems, and offer effective advice at all levels of the organization.
• Must be able to read, write, speak, and understand English. Ability to speak Spanish preferred, but not required.
• Proficiency in Word, Excel, Outlook, and PowerPoint preferred.
• Ability to learn new technology and teach others preferred.
• Team player with excellent communication skills, customer service skills, and a strong commitment to success.
• Effective management of multiple projects and ability to prioritize in order to meet key objectives.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

Additional Requirements

• Must be able to sit or stand for long periods of time (8 hours)
• Visual and auditory range must include immediate environment.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to maneuver throughout all areas of the property including stairs and escalators.
• Must be able to work independently with little/unclear guidance at times.
• Must be able to understand and interact with individuals from different cultures and ethnicities.
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.
• Positions that have contact with the public require the ability to work in a noisy environment, and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.

About Us

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win-win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4-Star and 4-Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round-the-clock gaming and indoor entertainment, world-class amenities, which include two heated pools , a full-service health spa, various restaurants, including the world renowned, Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year. Besides living in one of the Earth’s most beautiful locations you will join a company that understands how to treat employees. As an industry leader, Harrah’s believes a successful company starts with satisfied employees. Whether it’s professional advancement or personal recognition, Harrah’s provides accolades and incentives as you move along your career path.