Talent Development & Service Excellence Lead

Caesars Entertainment; California (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Caesars Entertainment is seeking a Talent Development and Service Manager to design, implement, and manage learning, development, and service excellence initiatives across properties. You will partner with department leaders to identify training needs, oversee onboarding, and drive continuous improvement in guest service.

The role emphasizes facilitating orientations, development programs, compliance training, and leadership curricula while delivering data-driven insights to Sr. Leadership.

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 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.

Responsibilities

• Facilitate New Hire Orientation and onboarding programs.
• Design and deliver Personal and Professional Development offerings.
• Lead Service excellence initiatives and training strategy.
• Administer annual refresher and compliance training via e-Learning.
• Research and implement modern training and presentation methods.
• Develop Leadership Development Curriculum with Corporate Leadership.
• Provide data-driven updates to Sr. Leadership on service outcomes.
• Support teams with strategic and tactical guidance for world-class service.
• Establish guest-related call quality standards and metrics.
• Monitor guest feedback to identify improvement opportunities.
• Assist with day-to-day HR-related questions and tasks.

Skills

Written and verbal communication

Analytical thinking

Customer service mindset

Professionalism and confidentiality

Problem solving

English proficiency

Microsoft Office (Word, Excel, Outlook

Teaching others

Multitasking and prioritization

Integrity in regulated environment

Education

Bachelor’s degree in Business Administration or HR

1+ year HR or Training/Development experience

College degree in Business/HR preferred

HR/administrative experience preferred

Tools

Word

Excel

Outlook

PowerPoint

Job description

Caesars Entertainment is seeking a Talent Development and Service Manager to design, implement, and manage learning, development, and service excellence initiatives across properties. You will partner with department leaders to identify training needs, oversee onboarding, and drive continuous improvement in guest service.

The role emphasizes facilitating orientations, development programs, compliance training, and leadership curricula while delivering data-driven insights to Sr. Leadership.