Oversee the creation, management and execution of training, training and development programs and to ensure smooth operation of Casino Customer Service Training team. The individual is responsible for all coordination and/or liaising with internal departments to ensure that the necessary training is delivered on time and in accordance with Company policies and procedures including providing tailor-made training plan based on the service enhancement requirement of CCS.
Primary Responsibility• Work closely internally with 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 arrangement of 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 design, plan and deliver training programs and also oversee the changes in the curriculum
• Assist with the recruitment and interview process of candidates for available positions
• Assist fellow Managers to develop a strong CCS Operations team through staff coaching and mentoring
• Ensure department grooming standard is maintained in accordance to the Corporate Grooming Program
• Coordinate with various departments to complete annual summary of findings to Audit team
• Ensure team members maintain the service standard by complying to the basic Key Impactful behaviors
• IT integration training (enhancement)
• Any other related business and projects
• 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
• Strong leadership, supervisory, facilitation 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
• Must be proficient in Cantonese/Mandarin/English, both written and spoken
• 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
• Strong written and verbal English & Cantonese language skills are essential, knowledge in Mandarin is an advantage