Learning & Development Manager

2 weeks ago

Arlington, United States Angel Of The Winds Full time
Starting Wage DOE - Starts at $92,052/annually

Company Standards

At Angel of the Winds, the World's Friendliest, Casino Resort we require all employees to provide exceptional guest service with a positive and out-going attitude. We value all guests and team members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities
  • Own team member and leadership training company-wide from start to finish
  • Responsible for assessing and prioritizing departmental training needs, assisting in contracting with service providers and/or providing training opportunities. Conduct annual (or as requested) training needs analysis.
  • In conjunction with department directors and/or managers, will counsel with and determine departmental strengths and weaknesses suggest corrective action, design developmental action plans and may present identified training curriculum, as needed.
  • Responsible to design, coordinate and administer comprehensive employee development programs. Maintain awareness of state-of-the-art training material available. Research external training resources and make recommendations for appropriate training - internal or external.
  • Primary responsibility for the development and implementation of New Employee Orientation program. Analyze content and structure, make suggestions for enhancement, assign instructors for segments.
  • Develop appropriate policies and procedures for the organizational development and training functio
  • Compile data and analyze past and current year training requirements to prepare budgets and justify funds requested.
  • Organize and develop training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
  • Maintain records and prepare statistical reports to evaluate performance of instructors and monitor progress of trainees.
  • Adaptable and willing to flex with changes, promote positive change management, and help drive company initiatives
  • A high threshold for navigating ambiguity and building effective solutions that scale
  • Oversee department trainers and develop customized training and department specific initiatives utilizing secret shops and survey results in collaboration with Guest Satisfaction.
  • Learn and embody company culture while ensuring it is embedded in everything, we do to develop team members and leaders.
  • Build training on short notice related to new process and product roll _outs or changes.
  • Constantly evaluating ways to improve onboarding, training, and development process.
  • Measure and evaluate the effectiveness of trainings to ensure they are hitting objectives
  • Provide guidance to team members and coaches on their personal and professional development
  • Work with the team to manage training room scheduling property-wide, provide upkeep of training rooms, supplies, cleanliness, and/or report damage, and communicate with IT to install updates to software in computer labs.
  • Oversees our Learning Management Systems (LMS), suggests new ideas, methods and/or modules.
  • Responsible for ongoing skills development by conducting basic needs assessment for team members training and maintain ongoing skills development. Actively searches, creatively designs and effectively implements methods to educate and enhance performance.
  • Work nights, weekends and holidays as required.
  • Performs other duties as assigned.
Qualifications
  • Exceptional guest service skills required.
  • Bachelor's degree (B.A.) from college or university; or at least four years in related experience and/or training in teaching, training and/or facilitation; or an equivalent combination of education and experience.
  • Two or more years with experience in managing teams.
  • Basic knowledge in training techniques, adult learning and on-line training programs strongly preferred.
  • Ability to maintain effective working relationships with all levels of the organization and outside business contacts.
  • Exceptional facilitation and leadership skills with being customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently.
  • Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills.
  • Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts.
  • Advanced skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions.
Certificates, licenses, Regulations
  • Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency.

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement daily with sedentary work, occasional bending and crouching. May be asked to do local travel to seminars and/or off-site events. This is a 24 hour, 7 days a week work operation

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