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 marketplace.
The Manager Training - Hospitality at San Manuel plays a pivotal role in this vision. Reporting directly to the Senior Vice President of Hospitality and the Vice President of Hotel Operations, this leadership position provides enterprise-wide guidance and strategy implementation to enhance all aspects of hospitality training and development. The primary goal is to elevate service standards across the entire hospitality operational spectrum, which includes luxury hotels, spas, and gaming environments. This role is responsible for ensuring the consistent execution of the Yaamava Brand Standards and supporting the company in achieving significant industry recognition such as Forbes Travel Guide, Michelin, and AAA standards. The Manager Training - Hospitality collaborates closely with department leaders and senior executives to create comprehensive training plans that reinforce these standards and foster a best-in-class guest experience.
This position demands a strategic approach to assessing training needs and deploying engaging programs tailored to enhance employee performance, operational effectiveness, and guest satisfaction. The role involves continual monitoring, evaluation, and reporting of training effectiveness to ensure ongoing improvement and compliance with health, safety, operational, and service protocols. The Manager Training - Hospitality is also responsible for promoting a positive, inclusive, and feedback-rich culture within hospitality teams, encouraging continuous learning and recognition.
This full-time role requires travel to various San Manuel properties for meetings, audits, and training sessions, and the successful candidate must be able to work in a fast-paced and dynamic environment, often requiring evening, weekend, and holiday availability. Key success factors include strong communication skills, high-level presentation abilities, proficiency with Microsoft Office and training management software, and a background in instructional design and performance measurement. The role includes supervisory responsibilities such as hiring, training, evaluating, and mentoring staff with an eye towards succession planning and career development.
San Manuel offers a supportive work environment, competitive salary, and opportunities for professional growth in the hospitality sector. This role is a unique opportunity to contribute to the future of a leading hospitality company and make a lasting impact on the quality and consistency of guest experiences across multiple properties.
The Manager Training - Hospitality at San Manuel plays a pivotal role in this vision. Reporting directly to the Senior Vice President of Hospitality and the Vice President of Hotel Operations, this leadership position provides enterprise-wide guidance and strategy implementation to enhance all aspects of hospitality training and development. The primary goal is to elevate service standards across the entire hospitality operational spectrum, which includes luxury hotels, spas, and gaming environments. This role is responsible for ensuring the consistent execution of the Yaamava Brand Standards and supporting the company in achieving significant industry recognition such as Forbes Travel Guide, Michelin, and AAA standards. The Manager Training - Hospitality collaborates closely with department leaders and senior executives to create comprehensive training plans that reinforce these standards and foster a best-in-class guest experience.
This position demands a strategic approach to assessing training needs and deploying engaging programs tailored to enhance employee performance, operational effectiveness, and guest satisfaction. The role involves continual monitoring, evaluation, and reporting of training effectiveness to ensure ongoing improvement and compliance with health, safety, operational, and service protocols. The Manager Training - Hospitality is also responsible for promoting a positive, inclusive, and feedback-rich culture within hospitality teams, encouraging continuous learning and recognition.
This full-time role requires travel to various San Manuel properties for meetings, audits, and training sessions, and the successful candidate must be able to work in a fast-paced and dynamic environment, often requiring evening, weekend, and holiday availability. Key success factors include strong communication skills, high-level presentation abilities, proficiency with Microsoft Office and training management software, and a background in instructional design and performance measurement. The role includes supervisory responsibilities such as hiring, training, evaluating, and mentoring staff with an eye towards succession planning and career development.
San Manuel offers a supportive work environment, competitive salary, and opportunities for professional growth in the hospitality sector. This role is a unique opportunity to contribute to the future of a leading hospitality company and make a lasting impact on the quality and consistency of guest experiences across multiple properties.
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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