GENERAL SUMMARY

Develops and conducts training for Hotel and Casino Housekeeping departments, both new hires and existing Team Members. Determines training needs, prepares, and updates materials, creates training schedules. Delivers STYLE service training, compliance, and other technical skills training as assigned. Acts as a liaison between Team Members and Leadership attending department meetings, leading Vbriefs and creating a welcoming and streamlined onboarding experience, ensuring each new hire is accurately and consistently provided the appropriate level of training to be successful in their role. 

CORE SCOPE OF POSITION

• STYLE Service Training – Facilitates department specific STYLE service training.
• Compliance Training – Responsible for the coordination and facilitation of department specific compliance training.
• Onboarding of New Hires – Responsible for the development and facilitation of an effective onboarding experience for newly hired team members.
• If department uses Homework, quizzes, or tests to measure knowledge and retention, administering, updating, and grading these tools.
• Reinforces the Viejas Vision, Mission and Values and STYLE standards through formal and informal training, and day-to-day active participation in the Casino and Hotel Housekeeping department
• Develops and leads Vbriefs upon request.
• Performs needs analysis, compiling and assessing data, and conferring with management to determine the training needs within the department.
• Develops course curriculum and implements new/revised training programs, seminars, and workshops.  Selects or develops teaching aids, such as handouts, visual aids, demonstration models, and reference works.  As needed, customizes materials for a gaming environment.
• Maintains records of training activities and team members’ progress.
• Performs regular updates on training for management review.
• Assists in weekly cleanliness inspections of guest rooms and casino floor.
• Assists with the interviewing of applicants for the department, as requested by the department.
• Assists in responding to Medalia surveys, specifically “Tickets” that have been assigned to the department where the guest “experience a problem” during their visit.
• Performs miscellaneous clerical functions and special projects as assigned.
• Greets the Guest with a smile and works collaboratively with all Viejas Team Members to develop and maintain a positive relationship.
• Responds to inquiries Team Members, and Guests referring more complex questions to the appropriate resource.
• When on the casino floor, assists Guests and monitors Team Member performance, providing feedback and recognition as appropriate.
• Maintains knowledge of current marketing promotions and/or special events.
• Attends and participates in meetings as required.
• Ensures that work area is clean, safe, secure, and well maintained.
• Follows company and departmental policies and standard operating procedures.
• Complies with applicable governmental laws and regulations.
• Establishes and maintains professional working relations with internal and external guests.

Hiring Preference: The Viejas Band of Kumeyaay Indians is an equal opportunity employer.  Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring.

STYLE SERVICE COMMITTMENT

All Team Members will display high level commitment to Customer Service through the consistent delivery of STYLE Service Standards established by Viejas Casino & Resort.

INTERACTION

• Interacts with internal and external guests with a positive attitude and professionalism at all times.
• Interacts with Team Members, subject matter experts, management, and department heads.

SUPERVISION

• Oversees training for new hires and any retraining for existing members of the team.

Required Skills

KNOWLEDGE AND SKILLS

• Bilingual in Spanish required.
• Excellent written, verbal, and interpersonal communication skills.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Strong guest service skills and attention to detail.
• Strong relationship building.
• Excellent time/project management and organizational skills with ability to handle multiple projects.
• Must be a self-starter and able to adjust to change.
• Ability to work a flexible schedule to accommodate company and Team Members’ needs

Required Experience

EDUCATION/CERTIFICATION

• Bachelor's degree or equivalent on the job experience.

EXPERIENCE

• Minimum 3 years of related operations experience.
• Previous training experience preferred.
• Supervisor experience preferred.
• Experience working with all levels of management and Team Members.
• Experience coaching and providing feedback to Team Members, a plus.