Guest Experience (GX) Training Manager

Hollywood Park Management Company.•Inglewood, CA

9d•$75,000 - $90,000

About The Position

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space. Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day. At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. Our S.T.A.R.S. commitments are enabled by five foundational principles: Start with Care – create a lasting impact through genuine care Thrive as a Team – create an environment of collaboration and encouragement Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others Resolve with Respect – treat others with empathy, patience, and kindness Safety Always – maintain a safe and secure environment As the Guest Experience (GX) Training Manager, You Will… We are seeking a dynamic and experienced GX Training Manager with an emphasis on Training and Shift Workflow Management to be the driving force behind the success of our over 400 part-time, event day team members. This is a crucial, non-traditional role that combines logistical precision with employee enablement, ensuring a standardized level of excellence across every aspect of the employee lifecycle for our diverse, part-time staff. If you thrive on behind-the-scenes teamwork and enjoy building strong foundational processes that directly lead to exceptional team and guest experiences, this role is for you.

Requirements

2-4 years training experience in a fast-paced, high-volume entertainment and hospitality industries.
The ability to influence through relationship building.
Knowledge of scheduling software (e.g., ABI and Paycor).
Strong attention to detail; ability to proofread.
Strong ability to communicate challenging information in verbal and written form.
Ability to work non-traditional hours including nights, weekends, and holidays.
Passion for providing the highest quality service and puts guest's needs before their own needs first.
Solution oriented problem solver who can resolve issues in real time and implement long-term strategies.
Must be adaptable with the ability to work under pressure to meet deadlines.
Ability to manage multiple tasks and prioritize needs efficiently.
Proficient in all Google and Microsoft suite software etc.

Nice To Haves

Bachelor's Degree in Sports/Event Management, Hospitality, Training & Education, Business Administration or an equivalent combination of education and experience in the field, preferred.

Responsibilities

Develop and execute the GX training program, ensuring up-to-date content and effective delivery to groups ranging from 10 - 100+ attendees.
Deliver training on our STARS program, ADA accessibility-awareness and inclusive service practices.
Partner with CSC GX to ensure all training materials are relevant and current.
Design and deliver engaging training materials that include interactive workshops, role plays, scenario-based practice, and micro-learning.
Manage frontline Rewards & Recognition programs, including the Employee of the Month and other employee initiatives.
Translate complex policies and safety compliance regulations into digestible, easy to understand content.
Train staff on the specific usage of necessary equipment based on specific job roles.
Manage and coordinate the internal GX employee newsletter.
Must have the ability to communicate and write effectively.
Oversee the departmental process of time-off requests, availability changes, and shift swaps, mitigating risk of coverage gaps and unauthorized overtime in ABI and Paycor.
Review, reconcile, and approve employee timecards.
Perform other related duties as required and assigned.
On-site, event day presence may be required.