HUMAN RESOURCES MANAGER - TRAINING

JOB SUMMARY:

Strategically creates and supports an environment for professional growth and development. Partners with Departmental Leaders and Trainers to identify training and development needs and delivers programs that support the properties and departments business and guest service goals.  Serves as internal consultant to Departmental Management.  Is familiar with current training and development performance strategies and selects the most effective training methodologies, resources and tools for education and training purposes. Employs best practices of adult learning and instructional design. Manages the Departmental Training staff to ensure they are informed and practiced in applying the best training ideas and methods.  Supports corporate training initiatives. Responsible for working with the Executive Management Team to develop a culture for the property that is in keeping with Seminole Gaming’s culture. Preference will be given to those applicants with prior training and development experience in hospitality and/or gaming. 

#indeed

SERVICE INITIATIVE:

• Create and ensure a fun-filled, entertaining, and exciting environment by knowing your role, feel the vibe, read your guest, deliver a great performance, own service opportunities, and create a loyal fan.
• Treat Guests with a sense of caring and individuality while effectively identifying their specific needs.
• Inform Supervisor of Guest needs which may require special accommodations
• Present a neat, clean and well-groomed appearance at all times
• Demonstrates unwavering professionalism and upholds the highest standards of conduct as a representative of the human resources department.
• Consistently presents oneself in a polished and professional manner, adhering to the organization's brand guidelines and projecting a positive image.
• Upholds a professional brand standard in all interactions, whether in person, over the phone, or through written communication, ensuring a consistent and professional experience for all stakeholders.
• Exhibits exceptional interpersonal skills, treating all individuals with respect, empathy, and confidentiality, while maintaining a professional demeanor.
• Consistently demonstrates a strong understanding of the organization's values and culture, aligning personal behavior and communication to reflect these principles.
• Maintains a professional and approachable demeanor, fostering an environment of trust and credibility within the human resources department and across the organization.
• Adheres to ethical guidelines and legal requirements, ensuring all HR activities and interactions are conducted with integrity and in compliance with applicable laws and regulations.
• Takes ownership of professional development, staying updated on industry trends, best practices, and HR-related knowledge, to continuously enhance professionalism and expertise.
• Actively seeks feedback and proactively addresses any areas for improvement in professionalism, striving for continuous growth and development in representing the human resources department.
• Serves as a role model for professionalism, inspiring and motivating colleagues to uphold the highest standards of conduct and professionalism in their own interactions and responsibilities. Handle Team Member and Guest concerns/dissatisfaction and disputes timely and professionally to the Team Member/Guest satisfaction, while maintaining financial responsibility
• all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.

ESSENTIAL JOB FUNCTIONS:

Departmental Training Timeline

• In this role, you will be responsible for researching, designing, testing, and implementing a comprehensive departmental onboarding and job duties training program. This program will be designed to ensure that new employees are equipped with the necessary skills, knowledge, and understanding of their job functions within a 13-week period.
• Conduct thorough research to gather information on job functions, processes, and best practices within the department.
• Collaborate with subject matter experts and departmental stakeholders to identify training needs and objectives.
• Design a comprehensive onboarding and job duties training program that aligns with the department's goals and objectives.
• Develop training materials, including manuals, presentations, and online resources, to support the training program.
• Test and refine the training program to ensure its effectiveness and relevance to the department's needs.
• Implement the training program by conducting training sessions, workshops, and one-on-one coaching as needed.
• Monitor and evaluate the progress and effectiveness of the training program, making adjustments and improvements as necessary.
• Provide ongoing support and guidance to new employees throughout their onboarding and training journey.
• Collaborate with HR and other departments to ensure the smooth integration of new employees into the organization.
• Tracks program impact and success thru various Guest feedback metrics including HS Brands- Secret Shops, Medallia- GX360 and Review Tracker Guest online Comments.
  
  

Administration

• Applies leadership, management and business skills to the training function. 
• Coaches and counsels training staff to improve facilitation skills, training methodologies and personal development
• Ensures learning objectives, strategies and outcomes are aligned with the company’s business needs.
• Recommends and implements solutions to improve property and team member performance
• Coaches management and team members in new learning strategies and processes
• Develops strong relationships with all business functions and determines training and development needs consistent with business objectives
• Embrace the Company’s mission and values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication and infuse them into department processes and practices
• Oversees the property’s guest experience metrics (GX360) through GS surveys and secret shopper to monitor the progress of the training program.
• Maintaining a high standard of performance, compliance with all training protocols and department SOPs.
• Promoting positive public and employee relations at all times while maintaining a clean, safe, hazard free work environment within area of responsibility.

Planning and Analysis

• Develops and monitors a strategic training plan; develops and implements training programs to meet immediate demands of the property
• Uses performance analysis and needs assessments to identify areas for team member improvement. Conducts surveys, roundtables and other forums to analyze training needs. Works toward building Bench Strength at all levels of the property
• Tracks, measures and monitors the completion and effectiveness of training and development programs. Uses appropriate metrics/resources (surveys, questionnaires, roundtables, forums), to track results. Prepares reports for management
• Promote the brand identity in all training communications, events and initiatives
• Oversee the analysis of the Team Member Engagement survey
• Interviewing, hiring, training, scheduling, and evaluating all assigned personnel.
• Liaise with managers to determine training needs and schedule training sessions.
• Maintain Training best practices, reviewing to stay up to date with current training trends to ensure effective delivery.
• Leveraging the Training Budget and resources to ensure to effective delivery of training and fiscal responsibility.
• Develop Feedback channels with department Trainers and leaders. This includes, but not limited to monthly individual feedback sessions to understand current challenges and quarterly meetings with all training team members to ensure consistency and promoting best practices.

 Design and Development

• Instructional Design experience preferred
• Applies instructional curriculum design principles and practices to training projects
• Technical knowledge of learning principles
• Develop presentations, training materials, and handout materials.
• Uses and encourages the use of technology, including e-learning, to enhance the training function. 
• Prepares training guides and teaching outlines and determines instructional methods for group instruction, seminars, and workshops.
• Ensures the appropriate facilitation of all training programs to include New Team Member Orientation, Guest Service Training, Management and Leadership curriculum, Department Trainers, Compliance Training and other operational training as requested
• Creating and conducting evaluations for courses to confirm learning objectives were met.

 Facilitation and Delivery

• Conveys information clearly and effectively
• Adapts training delivery methods and style to achieve optimal results. Able to present and discuss information in a way that establishes rapport, persuades others and ensures understanding 
• Engages learners through multiple delivery techniques as appropriate to program content, the learner and the situation.    
• Deliver “train the trainer” training.
• Coordinate all Employee Onboarding Responsibilities: Pick up from HR Orientation, receive uniforms, delivering schedules, communicating initial instruction and issuance of training materials.
• Promotes all departmental and property wide promotions
• Provide training guidance and feedback to others.

QUALIFICATIONS:

• Bachelor’s Degree with course work or equivalent experience in instructional design or facilitation techniques
• A minimum of five (5) years of professional training related experience in a hospitality environment required, or an equivalent combination of education and/or work experience
• Prior gaming and/or hospitality experience preferred
• Ability to work flexible schedules, including nights, weekends and holidays is required
• Excellent listening skills as well as verbal and written communication skills
• Excellent presentation/facilitation skills
• Ability to successfully manage multiple projects
• Possesses efficient time management and project management skills
• Highly collaborative and flexible
• Ability to organize, plan and prioritize work
• Ability to analyze and solve practical problems using good judgment 
• Presents an image of excitement, enthusiasm and outgoing personality, while being able to present a professional appearance
• Ability to successfully interact with all levels of the property and organization
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement or our property’s business imperative
• Proficient in use of the Internet, Microsoft Outlook, Word, Excel and PowerPoint

 
WORK ENVIRONMENT:

• Work is performed in a fast-paced, professional office setting typically found in an indoor, climate controlled office environment
• Time spent on the casino floor observing the Guest Service experience is required in order to observe and train team members for excellence in Guest Service standards
• Exposure to casino related environmental factors, including but not limited to secondhand smoke, excessive noise, and stress related to servicing customers in a high pressure and fast paced environment 
• Ability to maneuver around the office and property, often standing or sitting for long hours
• Ability to respond to visual and aural cues
• Manual dexterity to operate a computer and other office equipment
• Ability to push, pull and lift up to 30 pounds and ability to bend, reach and stoop

CLOSING:
The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.
 
As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to: 

• Credit Check
• Criminal Background Check
• Drug Screen    

 For a listing of all opportunities at Seminole Gaming, please go to www.gotoworkhappy.com.   
 
Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).