Hotel Operations Divisional Trainer

1 month ago

New York, New York, United States Ocean Casino Resort Full time

About the Role

The Hotel Operations Divisional Trainer is responsible for developing, facilitating, training, coaching, measuring, monitoring, and reporting on the department's training process and monitoring programs to ensure goals are being met. Responsible for the direct training of all new hires and continuous coaching and re-training of existing Front Desk team members, Activities and Recreation Team members, Transportation Team members, and assisting with training for supervisors in other departments that need access to our Hotel Systems. The Hotel Operations Divisional Trainer will report to the VP, Hotel Operations.

Position Responsibilities

· Assists upper management with strategic planning as it pertains to staff training and overall Hotel Operations Divisions.

· Conduct departmental on-boarding: reviewing policies, procedures, department tour, etc.

· Coordinate the training of new hires to ensure that the one-on-one training is progressing appropriately, answer employee questions, testing and certifying (by observation) employees on each task.

· Develop training materials, including manuals, job aids, SOPs, and program content in accordance with departmental policies, standards, and procedures. Review materials periodically and update to reflect changes to existing standards and procedures; maintain the standards and procedures library. Ensure these updates are being communicated to the team members.

· Coordinate the on-going training of staff to ensure that testing and certification of related SOP's has been completed before an employee is scheduled to work in a specific area.

· Maintain & regulate online training for the department.

· Ensure that employees are immediately retrained when SOP certification is not achieved.

· Write SOPs for new procedures and update SOPs as required.

· Conduct monthly active testing and gain feedback on how well employees are retaining material.

· Areas of focus: Front Desk, Concierge/Rooms Controller, Bell Services, Pool and Recreation and Transportation

· Identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action.

· Routinely collaborates with other leaders to calibrate the customer service standards that are required to be upheld.

· Assist the Front Desk, Concierge/Rooms Controller, Bell Services, Pool and Recreation and Transportation teams to occasionally fill in as needed due to scheduling gaps created by call outs, PTO, etc.

· Interface with the leadership teams within Hotel Operations to create and maintain incentive and guest driven revenue-based programs.

· Oversee training for UKG, INFOR, CVPS, and any other supporting Hotel Systems as needed.

· Assist the departmental trainers in Call Center and Housekeeping/EVS with developing better retention practices and programs.

· Proactively identify knowledge gaps and operational policies.

· Provide direction and leadership for the hotel operations team.

· Ensure high customer satisfaction and an exceptional guest experience.

· Works directly with the VP of Hotel Operations to implement strategic Initiatives.

· Promotes positive guest/employee relations.

· Perform other duties as assigned.

Essential Functions

· Exposure to casino related environmental factors including but not limited to secondhand smoke, excessive noise and hectic environments.

· Ability to work under pressure in a fast-paced environment with multiple priorities.

· Must be able to stand for an entire shift and be able to move throughout the hotel area

· Must be able to work holidays, weekends, and flexible shift hours

· Must be able to lift/push/pull up to 20 pounds

· Must be prepared and able to handle, with composure and tact, the effective execution of many concurrent tasks in a fast-paced call center environment

· Must be able to work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity

Requirements

· Ability to effectively communicate in English (Read, Write, Speak & Understand)

· In-depth understanding of office management and daily operations

· Hands on experience with MS Office

Benefits

Free meal on shift

Training & Development

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k,)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off

Free Parking

Hospitality|Hotel

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