Guest Service Training Coordinator

Description

Catawba Two Kings Casino

Job Description

Position:  Guest Service Training Coordinator

Job Family:  Human Resources

Location: On-site

Salary Range: $22.89 - $27.47                                FLSA Status:  Full-Time (Non-Exempt)

Job Summary:

Catawba Two Kings Casino is seeking a Guest Service Training Coordinator who will be responsible for designing implementing and evaluating training programs that enhance the guest experience.  This role ensures that all frontline staff receive comprehensive training on customer service, hospitality standards, and company policies.  The coordinator collaborates with management to assess training needs and develop engaging programs that promote service excellence by following our GUEST Service Mission.

Responsibilities:

• Design and deliver guest service training programs, including onboarding, refresher courses, and specialized customer service workshops, using the GUEST Service Mission.
• Conduct in-person and virtual training sessions for employees across departments, ensuring consistent and high-quality service.
• Monitor training effectiveness through feedback, guest satisfaction scores, and employee performance metrics.  Adjust training strategies as needed.
• Develop and update SOP’s related to guest service, ensuring all staff adhere to best practices.
• Act as a mentor and coach for guest services staff, providing ongoing support and guidance.
• Work with department managers to identify training needs and customize programs based on business goals and guest feedback.
• Ensure all training programs align with company policies, hospitality standards and relevant regulations.
• Maintain accurate training records and provide reports on training completion, impact, and areas for improvement. 
• Preform other duties as assigned

Qualifications

Qualifications:

• High school diploma or GED, required.
• Bachelor’s degree in Hospitality Management, Business, Human Resources, or a closely related field, preferred.
• Three (3) years of experience in a direct guest service role, hospitality or training role, required.
• Must be able to obtain and maintain a valid Catawba Gaming License.
• Must be at least twenty-one (21) years of age.

Knowledge, Skills & Abilities:

• Ability to design engaging training materials using multimedia tools.
• Excellent problem-solving and interpersonal skills.
• Knowledge of hospitality industry standards and guest satisfaction metrics.
• Proficiency in Microsoft Office and learning management systems (LMS).
• Ability to follow verbal and written instructions.
• Ability to communicate both verbally and in writing.
• Ability to work an alternate schedule as needed.
• Ability to work in a loud fast-paced environment (may occasionally be exposed to second-hand cigarette smoke).

Physical Requirements

While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. Prolonged periods of sitting at a desk and working on a computer. The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.

Nothing in this job description restricts the management’s right to assign or reassign duties and responsibilities on this job at any time.

Revised 10.05.22 Catawba Indian Nation exercises INDIAN PREFERENCE Native American Indian preference shall apply to this position pursuant to the Indian Self-determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473)

EOE/AA: Minorities/Females/Veterans/Disabled

Salary : $23 - $27