Manager - Training & Comm

Position Summary

Assist the Senior Training Manager to oversee the training and development of the team members within the Casino Customer Service department.  The individual is responsible for developing programs, curriculum for different level positions, training materials (this includes enhancement training on improving customer services/grooming standards/others), updating SOPs, assist with the development of policies and procedures, liaising with internal departments to ensure that the necessary training is delivered on-time and in accordance with Company policies and procedures.  The individual will also be responsible to supervise department Trainers on conducting training; also includes property walks/observation on gaming floor for all Casino Customer Service department. 

Primary Responsibility

• Assist Senior Training Manager to work with internal Casino Customer Service Operations departments in developing policies and procedures and standards operations procedures
• Manage the communication of approved P&P and SOPs through training classes
• Work closely with HR Training & Development department on updating of training materials, resources and bring any necessary training to the CCS Team, includes smooth operation with HR on arrival of new employees and arrange with orientation
• Be able to identify any gaps in terms of customer service standards and work with Customer Service Operation departments in order to close the gap and conduct the necessary corrective actions; also understanding of the systems used daily by the CCS team
• Continually be updated with the latest changes and modifications within operations in order to maintain business knowledge and the training needs associated with the changes
• Be able to develop, deliver and evaluate training programs 
• Ensure smooth coordination between training team members working with HR on the arrival of new employees and arrange with orientation
• Assist with the recruitment and interview process of candidates for available positions
• Assist/coordinate with Customer Service departments to deliver a strong CCS Operations team through staff coaching and mentoring
• Ensure team members maintain the service standard by complying the basic Key Impactful  behaviors
• IT integration training (enhancement)
• Any other related business and projects

Requirements

• Minimum 3-years training experience and experience in a role related to Casino Operation Departmental Assistant Training Manager/Training Manager (leadership experience is a must)
• Excellent interpersonal and communication skills
• Able to formulate effective training program in accordance to department requirement
• Individual must be able to lead a training course with a class of 10 or more trainees
• Proficient in Microsoft Word, Microsoft Excel and Power Point
• Work according to the needs of the business as some training may be conducted on weekends and weeknight
• Experience in developing SOPs and policies and procedures
• Attend any events & promotions as necessary; also constantly and shift briefings and site walk observation
• Must be proficient in Cantonese/Mandarin/English, both written and spoken