Talent Development and Service Manager

Caesars Entertainment; Stateline (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

Caesars Entertainment in Stateline, NV seeks a Talent Development and Service Manager to lead learning, onboarding, and service excellence across the property. You will partner with department leaders to identify training needs and drive continuous improvement in performance and guest satisfaction.

The role oversees new hire orientation, onboarding programs, development curricula, and data-driven service initiatives. A background in HR/training and strong communication are essential.

Qualifications

• Ability to initiate and engage in both written and verbal communication in one-on-one and group settings.
• Ability to analyze operational reports; identify gaps and make recommendations.
• Ability to communicate values for great customer service and inspire others.
• Professionalism and confidentiality in all situations.
• Initiative, problem-solving and ability to advise at all levels.
• English literacy required; Spanish preferred but not required.
• Proficiency with Office software; comfortable learning new tech.
• Team player with strong communication and customer service focus.
• Ability to manage multiple projects and prioritize to meet objectives.
• Uphold integrity in a regulated hospitality environment.

Responsibilities

• Facilitates Welcome to the Empire new hire orientation covering policies, diversity, and service training.
• Designs and conducts personal and professional development offerings and gathers input for course creation.
• Oversees annual refresher and compliance training using the e-learning platform.
• Researches and implements updated training strategies including virtual and immersion-based methods.
• Partners with leadership to develop Leadership Development Curriculum and deliver it to the right audiences.
• Provides strategic direction and tactical support to improve guest service outcomes.

Education

Bachelor’s Degree in Business Administration, Human Resources Administration or related field

College degree in Business or Human Resources preferred

Tools

Word

Excel

Outlook

PowerPoint

Job description

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission

“Create the Extraordinary“

Our Vision

“We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”

Our Values

“Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

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.

How You Will Create the Extraordinary

• 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.

What You Will Need

• 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.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary. As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.