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Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Professional Development
Employee assistance program
Paid holidays
Job Description
San Manuel is one of the largest private employers in the Inland Empire, recognized for its commitment to excellence and the growth and well-being of its employees. Known for its dynamic presence in the hospitality and gaming industry, San Manuel operates several hospitality-focused establishments, including luxury hotels, casinos, and entertainment venues. The company places a high emphasis on service quality, operational excellence, and guest satisfaction, continuously striving to elevate its brand standards and guest experiences to world-class levels. By fostering an environment that promotes innovation, training, and teamwork, San Manuel aims to maintain its leading position in the competitive hospitality... Show More
Job Requirements
- Bachelor’s degree from an accredited college or university
- Minimum three years of career experience in training and development
- Minimum three years of supervisory experience
- Minimum three years of relevant luxury hotel or spa experience preferred
- Knowledge of Forbes Travel Guide and AAA Diamond standards preferred
- Proficiency in Microsoft Office and Office 365
- Experience in instructional design, needs assessment, performance measurement, training delivery, and evaluation
- Strong verbal communication and presentation skills
- Excellent writing and computer skills
- Experience developing quality assurance policies, procedures, and internal controls
- Ability to work evening, weekend, and holiday shifts
- Willingness and ability to travel to multiple San Manuel properties
- Physical ability to work in a fast-paced environment and meet the physical demands described
- At discretion of San Manuel Tribal Gaming Commission, ability to obtain and maintain a gaming license
Job Qualifications
- Bachelor’s degree from an accredited college or university
- Minimum three years of career experience in training and development
- Minimum three years of supervisory experience
- Minimum three years of relevant luxury hotel or spa experience preferred
- Knowledge of Forbes Travel Guide and AAA Diamond standards preferred
- Proficiency in Microsoft Office and Office 365
- Experience in instructional design, needs assessment, performance measurement, training delivery, and evaluation
- Strong verbal communication and high-level presentation skills
- Excellent writing and computer skills
- Experience developing quality assurance policies, procedures, and internal controls
Job Duties
- Assess training needs and create comprehensive plans that align with enterprise guest experience goals
- Design and deliver programs that reinforce Yaamava Brand Standards, Brand Champion Tasks, Forbes Travel Guide, Michelin, AAA standards and other industry awards
- Perform continual observations and inspections, report findings, and recommend leadership assessments and continued training on compliance, operational effectiveness, health and safety protocols, employee performance, standard operating procedures, and Mystery Shop Program
- Develop methods for evaluation of program effectiveness and maintain accurate training records
- Collaborate with hospitality leadership to implement processes and service programs that exceed guest expectations
- Promote a positive and collaborative environment encouraging feedback, recognition, and continuous improvement
- Analyze customer service surveys, respond to guest comments, and provide actionable feedback to department leaders
- Prepare and process training schedules, service performance reports, action plans, travel requests, expense reports, purchase orders, work orders, and contracts
- Perform supervisory duties including interviewing, hiring, training, performance evaluation, rewarding and disciplining employees
- Make hiring decisions and design individual development plans with succession planning in mind
- Maintain innovative skills by attending seminars and training sessions about new training ideas or philosophies, changes in service standards, policies, procedures, and industry trends
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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