What are the responsibilities and job description for the Director of Training & Development position at American Place?

Who We Are :

Our mission is to be Chicagoland’s premier gaming and entertainment destination, celebrated for unparalleled hospitality and an unforgettable guest experience. We’re not just a casino—we’re a community where our team members thrive, with countless opportunities for career growth and a workplace culture centered on inclusivity and fun. As we continue to elevate our standards of excellence, we seek dynamic, coachable individuals who are passionate about hospitality and eager to grow with us. At American Place Casino, every moment is crafted to delight, every opportunity is a pathway to success

Who We Are Looking For :

The Director of Training & Development will spearhead the creation, execution, and oversight of comprehensive training programs designed to enhance team member performance and guest satisfaction. This pivotal role is geared towards empowering our team across all levels with the skills and knowledge essential for delivering stellar service, thereby nurturing an organizational culture of continuous learning and growth.

What is Expected of You :

Key Responsibilities :

Develop and implement bespoke training programs tailored to enhance the skills and professionalism of our team members, ensuring alignment with our mission, vision, and cultural values.
Innovate and maintain captivating training materials, including digital e-learning platforms, hands-on training guides, and other instructional resources.
Set and uphold exceptional service standards to guarantee uniformity and excellence across all operations
Conduct impactful training sessions that reinforce our brand values and operational protocols, ensuring every team member is a custodian of our service commitment
Design and execute advanced leadership training for management at all levels, focusing on building a robust leadership cadre that drives our mission forward.
Organize workshops and coaching sessions to enhance skills in team management, decision-making and effective communication.
Utilize performance metrics and feedback to identify training needs and areas of enhancement, continuously adapting our approach to maximize effectiveness.
Implement corrective strategies to mitigate gaps and elevate service standards, while also recognizing and celebrating exemplary performance.
Collaborate closely with department leaders to ensure training efforts are seamlessly integrated with operational and property goals.
Integrate technology into training programs to enhance learning experiences, track participation and assess program effectiveness.
Champion team member engagement initiatives and foster a culture of service excellence across the organization.
Define and track key performance indicators (KPIs) to regularly assess the impact of training interventions on team member development and organizational performance, optimizing return on investment (ROI).

Experience You Will Need :

Bachelor’s degree in Hospitality Management, Business Administration, Organizational Development or related field.

10 years of experience in training and development, preferably in the hospitality industry.

In-depth knowledge of hospitality operations and service standards.

Exceptional communication, presentation, and facilitation skills with the ability to engage diverse audiences.

Expertise in instructional design, e-learning platforms, and learning management systems (LMS).

Proven leadership experience with a focus on developing and managing teams.

Passionate about team member growth, guest service excellence and fostering a positive learning culture.

Strong analytical mindset with the ability to assess and refine training programs based on data-driven insights.

Highly organized, proactive, and results-oriented.

Bilingual / Spanish is preferred.

Physical Requirements :

Ability to sit or stand for extended periods during meetings, training sessions and workshops.

Ability to move around the organization to interact with different departments, observe operations and facilitate training in various environments.

Occasional lifting of training materials and equipment (up to 25 pounds) for workshops and events.

Clear visual and auditory abilities to conduct presentations, observe training sessions and engage with team members.

Ability to operate office equipment, including computers, projectors, and other presentation tools.

Dexterity and coordination for handling various technology systems (learning management systems, e-learning platforms, etc.)

Certificates, Licenses & Registrations :

Able to obtain and maintain necessary licenses and / or certifications as required by local gaming regulations.

Benefits, Perks, & Salary :

Medical, Dental, Vision

401K with Employer Match

Educational Assistance Program

Ventra Commuter Benefit Program

Volunteer Time Off (VTO)

Unlimited PTO

Bonus Eligible

Salary Range :

85,000 - 135,000

Company Statement on EOAA :

American Place Casino is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

Salary : $85,000 - $135,000

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