Lead Training Specialist, Guest Services

Under the direction of the Manager Training Guest Services, the Lead Training Specialist - Guest Services is responsible for performing all functions related to training and development; including development and implementation of compliance and operational training as well as the overall management of the department training program. Projects a professional company image at all times. The Lead Training Specialist - Guest Services will be responsible for planning, preparing and facilitating training sessions, scheduling, tracking, monitoring, coaching and evaluating all aspects of training to ensure effectiveness and team member development. This position will also be expected to perform complex to difficult administrative and office support duties for all personnel within the Guest Services Department and support strategic business goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Collaborate with all levels of management to assess training needs based on evolving work situations, policy updates, and enterprise initiatives. Regularly gather input from leadership to stay informed on procedural changes and incorporate them into training design.
2. Coordinate and maintain dynamic training schedules that accommodate a 24/7 operational environment. Adjust plans promptly to support emergent or specialized training requests across department.
3. Lead the implementation of departmental training programs (e.g., New Hire Onboarding, casino compliance training, special initiatives). Provide guidance and support to floor trainers; conduct observations and offer coaching to enhance instructional consistency. Monitor training completion and progress throughout employees' introductory period and deliver detailed feedback to management.
4. Plan, organize, and facilitate engaging training sessions for groups of various sizes. Manage classroom environment, and materials to ensure effective learning outcomes.
5. Proactively identify gaps and enhancement opportunities in training materials, processes, or procedures. Develop recommendations for training improvements and present them to departmental or enterprise stakeholders when applicable.
6. Maintain accurate and up-to-date training records using internal systems. Prepare and distribute training documentation and analytics to management as needed.
7. Assist management with departmental initiatives and casino-wide special projects such as service programs, promotional events, and seasonal decor efforts. Coordinate logistics and contribute creatively to ensure successful implementation of assigned projects.
8. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.
  
  
• Associate's degree preferred.
  
  
• Minimum five (5) years customer service experience required.
  
• Minimum three (3) years training and development experience preferred.
  
  
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
  
  

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Intermediate proficiency in Microsoft Office (Word, Excel and PowerPoint) required.
  
  
• Must possess strong public speaking, written and verbal communication skills.
  
  

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
  
• No Driving Responsibilities: Role does not require a driver's license or insurance.
  

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino setting.
  
• Work requires travel to attend meetings, trade shows, and conferences.
  
• Incumbents may be required to work evening, weekend and holiday shifts.
  
• Must be able to work in a fast-paced, high-demand environment.
  
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
  
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
  
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
  
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
  
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
  
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
  
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
  
• The employee may be exposed to fumes or airborne particles including secondhand smoke.
  

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!