Hospitality Training Manager - Maryland

Maryland Live! Casino & Hotel • Hanover, MD

92d • $67,500 - $81,000

About The Position

The Training Manager - Hospitality supports Live's values and philosophy and ensures all training and development activities are strategically connected to mission and vision within the Hospitality Division. Works with the leadership team to identify and address team members and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results within the Hospitality Division. Training programs focus on a variety of topics, including product knowledge, SOPs, company philosophy, and customer service and leadership skills. Conducts need assessments, designs and develops training programs and facilitates the delivery of training programs. Measures the effectiveness of training to ensure a return on investment.

Requirements

• A two (2)-year college degree in Human Resources, Hotel & Restaurant Management, or Hospitality AND two years' experience in Human Resources or related professional area; OR
• Four (4)-year bachelor's degree in Human Resources, Hotel & Restaurant Management, Hospitality, or related
• Certification in Training

Responsibilities

• Administering Team Member Training Programs
• Helps team members identify specific behaviors that will contribute to service
• Ensures team members receive on-going training to understand guest expectations
• Uses effective training methods to ensure team members have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills
• Meets with training cadre on a regular basis to support training
• Observes service behaviors of team members and provides feedback to individuals and/or managers
• Monitors enrollment and attendance at training
• Meets regularly with participants to assess progress and address concerns
• Partners with operational leaders to assess if team members demonstrate effective technical and leadership skills
• Reviews surveys, guest satisfaction results and other data to identify areas of improvement
• Measures transfer of learning from training to the operation
• Ensures adult learning principles are incorporated into training
• Identifies performance gaps and works with managers and team members to develop and implement appropriate training to improve performance
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate
• Aligns current training and development programs to effectively impact key business indicators
• Establishes guidelines so team members understand expectations and parameters
• Develops specific training to improve service performance
• Drives brand values and philosophy in all training and development activities
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Benefits

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Generous retirement savings options
• Paid Time Off
• Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: Bachelor's degree