Training and Development Manager
Job Title: Training and Development Manager
Department: Human Resources
Reports To: Director of Human Resources
Manages Casino Arizona's Training and Development Center. Plans, coordinates, and directs training and staff development programs for all employees and ensures that they have the necessary skills to successfully perform their jobs and deliver outstanding customer service to patrons.
Directly supervises the Training and Development Specialists and the Training and Development Coordinator.
Responsibilities include the following. Other duties may be assigned:
Conducts needs analysis studies and confers with management to determine training needs.
Manages the new-hire orientation program for all employees.
Manages classroom training sessions and programs for customer service, general regulatory and compliance, management, leadership, and specialty training topics.
Trains assigned instructors and supervisory personnel in effective techniques for training, such as new employees' orientation, on-the-job training, customer service, health and safety practices, management development, computer skills and adaptations to changes in policies, procedures and technologies.
Oversees Adult Basic Education/GED and English-as-a-Second Language (ESL) programs.
Partners and supports the Enrolled Community Member Development Department and related functions.
Prepares annual training calendar, proposes and manages Training and Development budget.
Compiles data and analyzes past and current year training requirements to prepare budgets and justify funds requested.
Selects appropriate instructional procedures or methods such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, and computer-based training such as eLearning, webinars, or virtual learning.
Organizes and develops training manuals, reference library, testing and evaluation procedures, multimedia visual aids, and other educational materials.
Researches and selects outside consultants and trainers to conduct training in specific topics.
Manages vendor relationships including researching options for Request for Proposal process, maintaining current Master Products and Services Agreements, monitoring vendor licensing requirements, coaching vendor trainers, and submitting invoices for payment.
Oversees the Mystery Shopper program including recognition for high performers.
Education and/or Experience
Bachelor's degree (B. A.) from four-year college or university in Training, Education, Organizational Management, Business or related field required; 5 years experience managing training functions, preferably in the hospitality industries and developing new training systems and understanding the strategic relationship of training in the support of achieving the stated mission of the business; gaming background a plus; and/or equivalent combination of education and experience.
To perform this job successfully, an individual should havellent PC skills and a broad working knowledge of the Internet and Microsoft Office applications. In addition, previous administrator experience with learning management systems, off-the-shelf eLearning content providers, and eLearning content development is required.
• Must have knowledge and/or experience in providing guest services and skills in presenting and facilitating group-training programs.
• Must have experience conducting training needs analysis and evaluating training programs that includes the cost benefit analysis of training.
• Must be able to supervise trainers, negotiate vender contracts, coordinate training workshops and seminars, consult with all levels of the organization and act as a role model of an effective trainer.
• Actual working experience in Indian Gaming and knowledge of Native American culture is strongly preferred.
• Must be able to coordinate multiple priorities simultaneously, set and meet deadlines.
• Must be able to work a flexible schedule, when necessary, such as being available for swing or graveyard shift employees (on occasion) and weekends or holidays.
Must be able to read, write, speak and understand English.
While performing the duties of this Job, the employee is regularly required to use hands and fingers to handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand for prolonged periods of time; walk; sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
While performing the duties of this Job, the employee is frequently exposed to secondary smoke. The noise level in the work environment is usually moderate.