Training Program Manager

Description

SUMMARY

The Training Program Manager is responsible for managing the training program and activities with the ultimate goal of developing CCRH team members at all levels into guest service professionals. Must exemplify and promote the company mission, vision and values to improve organizational performance.

RESPONSIBILITIES

• Develop, maintain, edit and deliver training for multiple layers of customer service, basic team member performance, and team member development topics
• Maintain positive work relationship with all other supervisory and management personnel to ensure effective cross-departmental communications and to present a strong team environment and united workplace
• Promote the Coeur d’Alene Casino Resort Hotel mission and vision statement, while fostering a Welcome Home service model
• Work with HR Director to develop and implement a succession plan for the Coeur d’Alene Tribal Members that are interested in advancement in their casino
• Supervise the Training Staff and provide them with guidance, feedback, leadership and recognition
• Design and administer training and development surveys to determine the effectiveness of training programs. Review completed surveys with the Program Manager and develop action plans to improve training as needed
• Ensure training program is meeting the needs of the Casino based on the survey outcomes
• Provide annual report on training accomplishments and areas in need of improvement
• Other projects and duties as assigned

Qualifications

QUALIFICATIONS

Education/Experience:

• Bachelor’s Degree in communications, human resources or business management or related field is required, but willing to supplement education with job related experience that demonstrates the ability to perform successfully in the position
• Must have at least three years of related experience
• Must be proficient with Microsoft Office suite
• Must be a positive and friendly individual with demonstrated experience with Guest Service
• Prior experience with public speaking and presenting information required
• Must be able to obtain and maintain a CDA Tribal Gaming License (Class A)

Skills/Knowledge:

• Must support the CCRH mission and vision statement and promote the guiding principles.
• A high level of integrity and professionalism required
• Must work well in a team environment
• Must be adept at managing conflict and influencing outcomes
• Must have strong presentation skills
• Must be able to guide and coach a team
• Must have a positive attitude, excellent communication skills, and the ability to promote positive customer service
• Ability to maintain absolute confidentiality a must

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job is classified as a Light strength category. A person working in this position will exert up 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those of sedentary work. While performing the duties of this job, the employee is frequently required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee must occasionally stand for prolonged periods. Specific vision abilities required by this job include ability to adjust focus. Will be required to work on a computer for extended amounts of time.

The work environment is mostly an office setting, with exposure to the gaming floor and smoke. The Training Specialist will be required to stand for prolong periods of time while conducting trainings, and be required to speak in a group setting. The noise level is moderate, wish occasional loud settings.

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on assignment or group.

The Coeur d'Alene Casino Resort Hotel practices Indian Preference and gives preference to Coeur d'Alene Tribal Members, Spouses and/or children of CDA Tribal Members, and Other Enrolled members of Federally Recognized Tribes and then all other applicants.