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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Free parking
Health Insurance
Job Description
MGM Resorts International stands as an iconic leader in the hospitality and entertainment industry, renowned for delivering world-class experiences to millions of guests globally. With numerous properties scattered across vibrant locations, including the spectacular Bellagio in Las Vegas, MGM Resorts blends luxury, innovation, and diversity to shape unforgettable moments. This multifaceted company commits itself to excellence in every facet of guest interaction, from lavish accommodations to captivating entertainment and impeccable service. The atmosphere at MGM Resorts is charged with energy and opportunity, offering an inclusive workplace where individuals are inspired to bring their unique talents to the forefront and contribute... Show More
Job Requirements
- 1+ years of relevant experience in hospitality training, operations leadership, or instructional design
- Excellent communication and interpersonal skills
- Ability to work collaboratively across departments
- Strong organizational and time management skills
- Proficiency in curriculum design and training facilitation
- Knowledge of luxury service standards
- Ability to analyze performance data and adjust training accordingly
Job Qualifications
- 1+ years of prior relevant experience in hospitality training, operations leadership, or instructional design
- Strong understanding of luxury service standards and hospitality operations
- Effective communication and presentation skills
- Ability to design and facilitate engaging training programs
- Proficiency in creating training materials and documentation
- Experience with performance evaluation and feedback processes
- Ability to collaborate with cross-functional teams and operational leaders
- Knowledge of compliance, safety, and regulatory training requirements
Job Duties
- Design, develop, and implement comprehensive training programs that align with brand standards, service excellence expectations, and operational priorities across all hotel departments
- Own end-to-end training lifecycle of hotel training initiatives, including needs assessment, curriculum design, facilitation, evaluation, and continuous improvement of learning initiatives
- Create and maintain training materials, including SOP guides, facilitator decks, job aids, and service playbooks
- Serve as a viable ambassador of hotel's service culture by overseeing compliance and safety training and ensuring timely completion of required certifications, brand-mandated programs, and regulatory learning standards
- Evaluate established processes within the Hotel division to identify areas for improvement of implementation of established luxury standards in areas such as in person and phone connections with guests at the front desk, concierge desk, spa/salon, bell desk and valet services among others
- Coach and mentor front desk and concierge agents to ensure that all appropriate steps of service are followed during guest interactions
- Partner with operational leaders to embed anticipatory service, emotional intelligence, and moments of truth awareness into daily execution
- Support service spot check frameworks in partnership with Guest Experience and communicate themes to leadership
- Lead change management initiatives tied to systems, service models, and operational enhancements
- Develop and implement structured observation and secret shopping calibration processes
- Evaluate training effectiveness through structured feedback mechanisms and performance trend analysis, identifying patterns through engagement and turnover insights to proactively adjust curriculum
- Ensure training content reflects evolving service expectations and operational standards
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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