Oversee the training and development of the team members within the Casino Customer Service department. The individual is responsible for developing programs, curriculum, training materials, 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 Trainers on conducting training, also includes property walks/observation on gaming floor for all Casino Customer Service department.
Primary Responsibility• Execute and organize all training sessions
• Orientation training for existing team members
• Refresher training for existing team members
• Follow closely on any events and promotion, briefing and/or Ad hoc training
• Participate in any Company wide training initiatives
• Assist Training Manager with the development of SOPs and P&P
• Assist to identify gaps within operations and assist with the minimization of gaps in service standards
• Work with the Trainers from various internal departments as necessary
• Supervise trainers on implementing their job duties and understanding of the systems used daily by the CCS team
• Assist Training Manager with CCS Operations departments in developing policies and procedures and standards operations procedures
• Assist Training Manager to follow up with fellow department Managers in order to close the gap and conduct the necessary corrective actions
• 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
• Assist the Training Manager to develop, deliver and evaluate management training programs and/or other projects assigned by the Training Manager
• Assist Training Manager with fellow Managers to develop 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
• Minimum 2-years training experience and experience in a role as an Executive Host /Supervisor
• Excellent interpersonal and communication skills
• 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
• Must be proficient in Cantonese and English, both written and spoken, semi fluent in Mandarin